Head of Call Centre, Nordic
SEB
full-time
Posted on:
Location Type: Hybrid
Location: Solna • Sweden
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Job Level
About the role
- Develop and implement operational strategies to drive organisational growth and transformation.
- Lead and inspire core call centre teams to achieve excellence and foster a culture of continuous improvement.
- Oversee the delivery of exceptional value to customers and the business through innovative call centre practices.
- Report on call centre performance, challenges, and successes to senior management, providing strategic recommendations for future direction.
- Monitor key performance indicators and operational metrics to ensure targets for customer service and efficiency are met and exceeded.
- Collaborate with senior leadership to align call centre operations with broader business objectives.
- Identify opportunities for process optimisation and introduce best practices to enhance call quality and operational efficiency.
- Manage change initiatives and support teams through periods of organisational transformation within the call centre.
- Drive stakeholder engagement and maintain strong relationships across departments to support call centre effectiveness.
Requirements
- Strong management skills, including planning, execution, and resource allocation
- Expertise in stakeholder engagement and cross-functional collaboration
- Experience in call center operations, workforce management, customer service excellence and budget management
- Ability to analyze performance metrics and implement strategies to improve service quality
- Experience in reporting KPI status and providing strategic recommendations to senior management
- Demonstrated capability in developing high-performing teams and fostering a culture of continuous improvement
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail
- Excellent communication and interpersonal skills, especially in managing large teams
- Strong problem-solving skills and adaptability in dynamic environments
Benefits
- Extensive training and development opportunities.
- A friendly and welcoming culture.
- An innovative company at the forefront of technology.
- Opportunities to help transform an industry.
- A wide network of colleagues across Europe.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center operationsworkforce managementcustomer service excellencebudget managementperformance metrics analysisKPI reportingstrategic recommendationsprocess optimisationchange managementoperational efficiency
Soft Skills
management skillsstakeholder engagementcross-functional collaborationteam developmentcontinuous improvementattention to detailcommunication skillsinterpersonal skillsproblem-solving skillsadaptability