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Title
Text copied to clipboard!Operations Manager for Customer Service Center
Description
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We are looking for an Operations Manager for Customer Service Center who will have overall responsibility for the daily operations of our customer service center. You will lead a team of customer service representatives, ensure high-quality customer handling, optimize processes, and contribute to continuous improvement of the customer experience. The role requires a person with strong leadership skills, the ability to motivate the team, and a structured and analytical approach to operations and development. As an operations manager, you will be a key person in implementing strategies that improve efficiency and customer satisfaction. You will work closely with other departments to ensure a holistic customer experience and report results to management. We are looking for someone who thrives in a dynamic environment, has experience in customer service management, and is passionate about delivering exceptional service. You must be comfortable using technology to monitor performance, analyze data, and drive improvement initiatives. The position also requires the ability to manage change, develop employees, and build a culture of continuous learning and improvement. If you are a results-oriented leader with a strong customer focus, this could be the opportunity for you.
Responsibilities
Text copied to clipboard!- Oversee the daily operations of the customer service center
- Lead, motivate, and develop the customer service team
- Implement and optimize work processes
- Ensure high customer satisfaction and service quality
- Analyze operational data and report results to management
- Collaborate with other departments to improve the customer experience
- Develop and conduct training programs for employees
- Handle escalations and complex customer inquiries
- Identify areas for improvement and initiate actions
- Contribute to strategic planning and budget management
Requirements
Text copied to clipboard!- Higher education in management, administration, or relevant field
- Minimum 3 years of experience in customer service management or similar
- Strong leadership skills and ability to motivate teams
- Experience with CRM systems and analytical tools
- Excellent communication skills, both oral and written
- Ability to work in a structured and goal-oriented manner
- Experience with change management is an advantage
- Strong customer orientation and problem-solving skills
- Ability to handle stress and high work pace
- Fluent in Norwegian and English, both written and spoken
Potential interview questions
Text copied to clipboard!- What motivates you in a leadership role within customer service?
- Can you describe a situation where you improved a customer service process?
- How do you handle dissatisfied customers and escalations?
- What tools and systems have you used in customer service management?
- How do you ensure continuous development of your team?
- Can you give an example of how you used data to improve performance?
- How do you balance efficiency and quality in customer service?
- How do you handle organizational changes?
- What do you see as the key trends in customer service?
- How do you measure success in customer service center operations?
