Team Manager

Om jobbet

Are you an action-orientated leader with the ability to lead people towards change management? Do you have experience from Customer Service, B2B and the service request area? Then this could be your next opportunity.

I'm Katarina Hurme, Head of Service Desk Request, and I'm searching for a Team Manager for one team with responsibility for Customized solutions within the unit Service Desk Request, Customer Service B2B.

What you'll do:
As a Team Manager you are overall responsible to lead a team of specialists for selected customers within areas of common questions regarding service requests. 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.

The role will be based in Gothenburg or Solna and you will be part of the management team of Service Desk Request . You will work closely with management team peers within Customer Service and our stakeholders in the business units, and other supporting functions within Telia.

As a Team Manager for team Customized, your 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 team.
• Drive operational excellence within service requests and coach/develop agents in day-to-day operations.
• Create a dynamic way of working to build efficiency and redundancy.
• 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.
• 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.
  

What will help you thrive in this role:
We are looking for an action-oriented leader with experience in Customer Service and Large/Enterprise B2B, passionate about customer experience and operational excellence. You have a strong drive, a can-do attitude, and make things happen. You are able to lead people through change, achieve common goals, and focus on continuous improvement. With solid coaching skills, you motivate and support your team to succeed. You value transparency and communication, build strong relationships with stakeholders, and know how to navigate a large organization.

Required qualifications and experience:

• Minimum 5 years' relevant experience in leading customer service operations within the B2B area, with knowledge of complex solutions and the telco industry.
• Very good experience in change management, building effective organizations, streamlining through synergies, and creating efficient working methods, processes, and routines.
• Operational know-how in running Customer Service from a KPI, process management, and customer experience perspective.
• Ability 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 practices within service requests for B2B customers.
• 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.
• Fluent in Swedish and English, both written and spoken.
  

Join us to shape smarter living for people, businesses, and the planet
At Telia, we're a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you're taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer
When you join us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results.

Ready to make better happen?
We look forward to receiving your application by 2025-12-16. Please note that we might close the position earlier if we find the right candidate, so don't wait too long to apply!

Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to me atKatarina.hurme@teliacompany.com.

Equal opportunities
At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual's needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we're dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let's make better happen - together!