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We are looking for our new Director to Tele2 Customer Operations.

We are looking for a fearless and trusted leader who will be responsible for Tele2's operational activities and processes in order to drive customer service excellence. Providing reliable high-quality customer support should be in your DNA, and meeting current and future business needs spurs you on. This is an exciting opportunity to create the best customer service to one of Sweden's largest customer bases.

The role as Director of Tele2 Customer Operations is business-critical and reports to our EVP Chief Commercial Officer. Your future team consists of 8 direct reports and 200 colleagues reporting to them.

Customer Operations at Tele2 is a customer service organization for both consumer and enterprises, we handle all customer contacts for our brands Tele2, Comviq, Com Hem and Boxer. The Customer Operations department is an important sales channel for Tele2 - we have a set strategy with an end-goal to deliver a world-class service experience. Do you want to take on the challenge and join us on this journey?

Responsibilities:

- Operations Management (Forecasting, Scheduling, Training, Performance Management etc.)
- Customer Experience Management / NPS programs for Tele2
- Manage sales within Customer Operations
- Responsible for IT systems related to Customer Operations
- Challenge and assist other business units (Commercial, IT, Tech, Finance etc.) for process/quality improvements.
- Key stakeholder towards Online teams regarding Self Service / Contact Avoidance
- Key stakeholder in transformation projects (e.g. IT Transformation)
- Improve processes and reduce fault rates to improve customer satisfaction and NPS

To be successful in this role we believe you have solid experience from senior leaderships role/s within Customer Service Operations, preferably from larger organizations. You have a track record of delivering outstanding service through large teams to a wide customer base.

Requirements:

- Passion for Customer Experience and the impact on profitable business
- Experience from Cross functional positions
- Data and process driven
- Experience of driving transformation initiatives and change
- In-depth understanding and interest in IT systems and business processes.
- Verbal and written communication skills in English is required
- Telecom experience is valued
- Experience from an industry with recurring payments is valued

You are a calm and collaborative leader with a strong sense of ownership. You have an ability to see the bigger picture and draw conclusions as well as to take decisions. You have conceptual skills and passion to develop and implement new procedures. You thrive in a fast moving business where change is constant and speed is essential for success.

What Tele2 offers you...
Working at Tele2 you will work in a creative and flexible work environment. You will be a part of a culture where teamwork and inclusion are leading the way forward. Every employee is important for the company’s success and you will always have an impact of your work. We provide you with the opportunity to grow and develop through internal paths within the organization. The position is located in our headquarter in Kista, Stockholm. We want to create an inclusive culture where all forms of diversity are see and for this position we are happy to see female applicants!

You are welcome to submit your application no later than 2021-01-24! Selection and interviews are conducted continuously.