From our start in 2015, we have had strong growth, especially in Sweden, and now we are increasing the pace both in Sweden and internationally. We are looking for a talented and experienced Head of Customer Excellence that will join us on this journey! 🚀
About the role:
As the Head of Customer Excellence, you will play a pivotal role in leading our Customer Service teams to ensure the delivery of the best possible service to our customers. You will improve overall operational efficiency, implement process improvements to streamline workflows. Foster a positive and collaborative work environment and also hire A-players for customers service, ensure proper staffing levels and skills to meet operational demands. You will be responsible for overseeing various functions, including Customer Service, Assignment Team and Interpreter Community Management.
The role includes:
Measure and improve overall operational efficiency, implementing process improvements to streamline workflows.
Foster a positive and collaborative work environment, inspiring and invigorating energy in the team.
Hire and develop a team of A-players for customer service, ensuring proper staffing levels and skills to meet operational demands.
Coach Team Managers to ensure high delivery and a motivated workforce.
Set career plans for team members, monitoring agent productivity, and supporting their career advancement.
Monitor and manage team performance and delivery, ensuring a high level of service quality to our customers.
Implement strategies to address challenges during both productive and less motivated times, fostering team development and happiness.
We are looking for You who have the ability and flexibility to seamlessly transition between hands-on tasks and strategic discussions. With a passion and a proven track record for continuous improvement in operational processes and excellent delivery towards our customers.
Proven experience in a leadership role within operations, preferably in a customer service-oriented industry.
Strong track record of implementing process improvements and driving operational efficiency.
Exceptional people management skills with the ability to inspire and lead.
Demonstrated success in hiring and developing high-performing teams.
Excellent communication and interpersonal skills.
Ability to adapt to a dynamic and fast-paced work environment.
A commitment to continuous improvement and a customer-centric mindset.
Excellent communication skills in both Swedish and English, other languages are strongly meritorious.
What we can offer you:
🚀Career development together with a growth company 🌍 Diverse workplace and fun company trips 🦾 Generous health care allowance 💰 Pension savings - Secure your future 🐱🏍Motivated and skilled colleagues
DigitalTolk turned the interpretation industry upside down in many ways. Simply because we offer Interpretation-as-a-Service to our interpreters, users and customers. Interpreters in any language, only a click away. We are the only company that has fully automated the matching process for the best and fastest matching. As a result, we have grown from 5,000 interpretations in 2017 to over 350,000 in 2022. We’re proud to be able to make a difference in our customers' everyday lives through the services we offer.
We are a dynamic company where innovation is at the core of what we do. We offer you to be part of an expansive phase in our continued journey.
As a company, we have already received numerous awards and prizes for the way we approach a societal challenge. Named the Gazelle of the Year and Sweden's Fastest Growing Company 2021, one of Sweden's five most innovative Startups, award as one of "Sweden's best companies" and winner of the Swedish Post and Telecom Agency's innovation competition "Best in the industry".
Vi har revolutionerat tolkbranschen sedan 2015. Genom vårt bokningssystem matchar vi automatiskt kundernas unika behov med vårt omfattande nätverk av 6000 talangfulla tolkar och översättare, som kan leverera på över 210 olika språk och dialekter. Oavsett tidpunkt eller tillfälle, kan man alltid lita på oss för rätt kompetens efter sina behov.