Head of Call Centre, Nordic
SEB
full-time
Posted on:
Location Type: Hybrid
Location: Solna • 🇸🇪 Sweden
Visit company websiteJob Level
Lead
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
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