Contact Center Manager

Cambio is a market-leading supplier with a comprehensive offering for the entire healthcare and care chain. The goal is to offer the most innovative and cohesive solutions for regions and municipalities. We are growing continuously and now have about 800 employees in several countries. Cambio is certified by Great Place To Work and we are placed in the top 15 list and have received the award "Sweden's Best Workplace" 2020 and 2021!

The position

The Cambio Contact Center Manager role is responsible for establishing and running Cambio’s contact center. Cambio’s contact center will be our strategic touchpoints with our customers, and your goal is to ensure a continuous service excellence performance where we are learning from each customer interaction.

You will be responsible for all aspects of the day-to-day management of the contact center within the operational environment. Key to this role will be your ability to identify trends and opportunities. You will apply improvement strategies developed in conjunction with major stakeholders from the Customer Service Delivery organization and deliver operational outputs to both our customers and internal stakeholders.

This role gives you the unique opportunity to be a part of building Cambio’s contact center, from ground up, including recruiting your own team, defining, and setting internal KPIs/PIs. Further more you will own, align and improve set internal processes, develop and enhance current support tools, and identify and implement new tools and processes when needed.

Responsibilities

- Provide tactical and operational direction for our contact center team to continually deliver on our customer experience, cost management and SLAs
- Create and implement our contact center tactical plans with focus on organization, processes and tools, capability development and governance
- Maintain an active role in hiring, training, workforce planning, and supporting the team, as well as managing all day-to-day team activities
- Act as a resource to assist customer service representatives with questions, ticket escalations and complex issues
- Identify, implement, and drive continuous improvement projects within your area
- Establish and improve monitoring procedures and KPI dashboard
- Set and monitor operations to ensure adherence to budgets, schedules, work plans, and performance requirements


At Cambio, we encourage taking initiatives that contribute to the development of the company and ourselves. For us, it is important that you should have the opportunity to grow, both as a person and as an employee. Our culture is described through the words “Trust”, “Care” and “Together” which permeate everything we do.

About you

You have proven leadership experience, ideally from a contact center environment. You enjoy leading, motivating, and coaching teams, and you have a passion for your team members personal development. Identifying improvements, solving problems under pressure and adapt to frequently changing work needs both motivates and drive you. And you are always thinking on how to enhance the customer experience for continuous service excellence.

Requirements 

- A university degree, preferable in business and/or management or equivalent transferrable work experience
- At least 5 years of experience in a contact center management role
- Exceptional interpersonal skills, strong coaching, and ability to motive staff
- Excellent organizational and leadership skills with a problem-solving ability
- Proven track record in managing multiple projects, competing priorities, and deadlines
- Experience of performance management and work force planning management
- Strong communication skills.
- Solid understanding of ITIL processes, ITSM tools and good understanding of contact center tools infrastructure (including integrations)
- Analytical, able to analyze contact center reporting, and data to make decisions to support corporate, regulatory, and customer service-level goals
- Reliable and results-driven professional
- Fluent in Swedish and English, both written and spoken



It's a bonus if you have

- Experience of knowledge management and KCS
- Experience of managing larger teams
- Healthcare industry background


Place of employment: Stockholm or Linköping

At Cambio we value a healthy work-life balance, and to encourage that we apply a hybrid working-model. Together with your team you decide which days you work at the office. On the remaining days you can work remotely from home, but you are always more than welcome to work at the office too.

Scope: Full time

Form of employment: Permanent employment, 6 months trial period

Other: We screen the applications and hold interviews continuously so please send your application as soon as possible via the link.

We encourage and eagerly welcome all applications, but we will only consider candidates who are located and have the legal right to work in Sweden. We will ask for verification during the process. 

We look forward to receiving your application!

Read more about us (https://www.cambiogroup.com/)

Are you interested in Cambio but you don’t feel that this position is the perfect match? Check out our other open positions at the career site (https://cambio.teamtailor.com/)