AdressIs this your next opportunity?
As the Head of Service Desk Enterprise B2B, you are overall responsible to lead an organization of 1st line desks from different sites in Sweden, delivering on our service commitments to Telia Sweden Business customers. The role includes the responsibility to continuously deliver efficient and qualitive service in accordance with our overall key performance indicators and strive to improve and optimize our way of working towards our customers.
You will be part of the management team for Customer Service B2B, and you will work closely with management team peers within Customer Service and our stakeholders in the business units and other supporting functions in the organization.
The role will include but is not limited to:
- Deliver in accordance with our overall key performance indicators and being accountable for the service experience and results for your unit.
- Drive operational excellence within Service Desk Enterprise and coach/develop Service Desk Team Leads in day-to-day operations.
- Impact the business result of Customer Service B2B guided by the longer-term business plan and create short term action plans in alignment within organizational priorities.
- Lead teams responsible for B2B 1st line Enterprise Request queries/tasks
- Collaborate with stakeholders within Quality management, training, transformation, CX, process development, workforce management and more.
- Provide customers with the best possible support in relation to identified customer needs and provide best possible solutions to fulfil that need.
Is this you?
We are looking for an action-oriented leader with long experience from Customer Service and the service request area, that is passionate about customer experience and operational excellence. You have a strong drive with a can-do attitude and make things happen.
You are an experienced leader with the ability to lead people towards change management, achieving common goals and priorities and focus on continuous improvements and operational excellence. You also have solid coaching skills and can motivate and support our people to succeed.
To succeed in this role, we see that you have a proven track record and experience from leading Customer Service within the 1st line area in the telco industry. You understand the importance of transparency and communication and build strong relationships with stakeholders and know how to navigate a large organization. Your formal education may vary, but you have operational and commercial understanding of what it takes to make a customer satisfied with their services and support.
Required qualifications:
- Minimum 5 years relevant experience in leading customer service operations
- Experience in leading teams for Enterprise customers.
- Very good experience in change management, how to build effective organizations, streamlining through synergies, create effective working methods through processes and routines.
- Previous experience with COPC
- Operational know-how in running Customer Service from a key performance indicator, process management and customer experience perspective.
- Being able to drive consistent performance in customer service operations in a cost-efficient manner.
- Experience in driving digitalization and change, leading teams and identifying new opportunities for best practice within service request for B2B customers.
- Fluent English and Swedish, both written and spoken
Interested?
If you are interested joining Customer Service B2B, don't hesitate to apply! Application deadline is 2024-04-17
If you have any questions regarding this position, you are welcome to contact me Anna Markgren at anna.markgren@teliacompany.com. We look forward to receiving your application!
To make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. As part of the recruitment process relevant background checks will be performed.
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