Support Operations Supervisor for Calabrio!

Are you looking for the next opportunity and want to grow as a leader? If you have a post-secondary education, a few years of experience within customer service or customer success and can be described as a driven and ambitious person, then you might be the one we’re looking for!
About the position
Perido is looking for a Support Operations Supervisor for our client Calabrio, a customer experience intelligence company that empowers organizations to enrich human interactions. In the connection between buyer and seller, Calabrio strives to make every interaction engaging, insightful and profitable.
Your daily tasks
In this role, you will lead and develop a growing team of operation specialists. The team is responsible for receiving and managing first-line cases that come in. The team receives tasks via phone and e-mail and manages those tasks in Salesforce. Together with your US counterparts, you will work together to keep the phone line open 24/7. Your tasks will include responsibility for:
Aligning resources to ensure high-quality support for external Customers & Partners.
Define, communicate, and monitor team and individual performance metrics
Proactively identify process improvements and ways to enhance service quality and responsiveness
Act as a point of escalation to assist the team in providing timely solutions to resolve customer concerns
Ensure consistent documentation for all service offerings and ensure the knowledgebase is up-to-date and user friendly
Proactively keep key stakeholders informed on the status of initiatives and customer service issues



Your qualifications
To succeed in this role, you have: a proven track record of building internal and external partnerships; a strong customer focus; and a commitment to employee development and growth. You are a driven and ambitious person, and you plan your work and tasks to be as efficient as possible. We think that you are highly communicative, social, and not afraid to take initiative. You have a strong problem-solving ability and are a true team player.
You will be a part of a global and growing company, where you will be offered great opportunities to develop in your role.
Are you the one we are looking for? Please send us your application as soon as possible!
Requirements
Post-secondary education
A few years of experience within customer service or customer success.
Based in Stockholm
Good knowledge of MS Office
Excellent communication skills in Swedish and English, both in oral and written contexts



Meritorious
Previous experience completing similar tasks
Good understanding of Salesforce
Experience with customer experience intelligence



Contract type and hours
Full time, permanent employment at Calabrio. Start date according to agreement.


Application
Please apply for this vacancy through our website. The company name and more information about this position will be revealed at the first contact with the responsible recruiter. We recommend that you submit your application as soon as possible, since interviews will be held continuously.
If you have any questions, you are welcome to contact us by mail, fraga@perido.se, and one of our recruitment assistants will answer you. State the reference number 32840 in the subject line.
About Perido
Perido is a successful consultant and recruitment company, active within the civil service sector. The company has grown consistently since the start in 2003. Our vision is that everyone should thrive and feel dedicated at work, this includes our co-workers and consultants. Through questioners that cover well-being we uphold high scores of contentment among our employees, both in-house co-workers and consultants year after year. This is something that we continue striving towards in everything we do. Today, Perido consists of 50 in-house co-workers and over 700 consultants working all over the country. More vacancies can be found on our website; www.perido.se/lediga-jobb/