Expert Operations Agent

We are seeking a highly skilled Expert Operations Agent to join our team at Viking. As an Expert Operations Agent, you will play a critical role in supporting the Team Leader and colleagues by providing subject matter expertise on operations, agreements, systems, processes, and quality-related matters.

The ideal candidate will have a native level of Danish and high-level English language skills, both written and verbal. You will also possess proficient data skills, expert knowledge of VIS, Pure Cloud, portals, and other relevant systems used in RSA DK operations. Additionally, you should be able to learn new systems quickly and become the local superuser.

Key responsibilities include:

• Building up own knowledge of operations and ensuring expertise level on agreements, systems, processes, and quality-related matters.
• Providing subject matter expertise, guidance, and support to colleagues as needed.
• Identifying knowledge gaps and providing training/coaching on the job.
• Maintaining training materials updated and creating new ones as needed.
• Providing training and support during the onboarding of new hires and when upskilling/cross-skilling is needed.
• Supporting TL in the implementation of work processes and routines.
• Keeping TL informed of any identified performance, quality, or knowledge-related issues.
• Providing feedback and support in quality-related matters as needed.
• Being the central point of contact for production-related matters and information for RSA Denmark.
• Ensuring timely communication and information of such matters to all employees of DK team in Spain.
• Closely cooperating with TL, keeping them informed and up-to-date.
• Acting as the local Superuser of VIS and Pure Cloud.
• Continuing with normal customer service duties as needed (see job description for Agent).
• Performing any other duties as instructed by management.

To succeed in this role, you will need:

• Proficient data skills and expert knowledge of VIS, Pure Cloud, portals, and other relevant systems used in RSA DK operations.
• Ability and interest to learn new systems and become the local superuser of these.
• Native level of Danish and high level of English, written and verbal.
• Organizational and planning skills, ability to prioritize tasks.
• Willingness to give constructive feedback and coach colleagues (training will be provided).
• Patience and calmness in all situations and ability to thrive under pressure/during seasonal peaks.
• Proactivity and dedication to follow through on tasks to completion and provide consistency.
• Desire to strive for excellence and quality in all aspects of work.
• Solution focus and adaptability to the demands of our ever-changing environment.
• Attention to detail.
• A high performer, someone who is in addition to an expert a great role model for others.

The salary for this position is estimated to be around €60,000-€80,000 per year, depending on experience. In addition to a competitive salary, we offer a range of benefits, including comprehensive health insurance, pension scheme, and opportunities for professional development.