Escalation Manager

Would you like to join a team of people enthusiastic about bringing transformation and steering into a new future?
Do you thrive by progress, effective operations & services, as well as coaching others in how to efficiently get there? Maybe this role is for you!
There is an opportunity for you who would like to be a part of Control Center team at Telia.
A great chance to be part of a team that monitors and operates networks and services in all our Nordic & international locations to provide maximum performance and availability for our customers.
I am Kenneth Cekestrand, leading our Control Center Escalation Management Team.


In Control Center we are working rotationally every hour around the clock to ensure solid customer experience. Hence, my team and I are looking forward to onboard an Escalation Manager who is inclined towards combining technology, economy, business and customer relationships. We are looking someone who is able to prioritize and handle multiple tasks with ease time sensitive situations requiring high attention to details.
Your next Opportunity?
You will initiate and drive activities that will generate quality improvements and you will be an important contributor accelerating how we grow and retain customer and stakeholder satisfaction. Escalation Manager role is key position within the Control Center with direct influence on our operational production within the Nordic, Baltic and International areas.
The team is responsible for coordination, control of process performances and actions, provide disturbances notifications, handling crises & escalations. The team has overall responsibility for maximizing the potential of our existing operation by increasing quality and secure collaboration with multiple stakeholders. The Escalation Manager will develop and set routines, document and act according to Service Lifecycle and Service Assurance Process flow both proactively and in real time. Your contribution will be central, and you will have a great opportunity to influence the work that the team is doing.
The role requires close collaboration with other units to meet customer needs and handle external relationships, to improve customer experience and secure customer orientation.
Who are you?
You are independent with a strong drive to execute. And at the same time, a team-oriented person that appreciate an inclusive team environment. As an Escalation Manager you provide direction to other teams and monitor results
You have a passion to improve customer experience - promote and drive a customer focused environment, ensuring solid customer service.
You analyze and plan initiatives that are in alignment with the organization’s strategies considering implications beyond own unit.
You ensure business ethics and compliance with company policies.
As a person you take full responsibility for the success of your area and have great relationship skills.
Your leadership skills:
You are a curious person, who looks into opportunities to create new perspectives and ideas
Understands strategies and priorities of business and plans accordingly to achieve goals
Collaborative simplifier

Your experience:
A background in Customer, IT, Telecoms and mobile services
You have university degree in a relevant field or equivalent education
Great communications skills in English and Swedish

The employment is in a secure facility, hence Swedish Citizenship is required and you will be subjected to a security check. You should also be able to work outside office hours (rotational shifts).
It’s more than just a job!
Regardless of the position you are looking for, we will give you the tools and support you need to grow both as a professional and as a person, with us. We can offer you your next big opportunity in a creative, motivating, and welcoming company where everyone can be themselves, with equal access to opportunities. We respect and value the diversity of people. In addition to an attractive and inclusive work environment, we also enable flexibility and offer a wide variety of employee benefits.
Interested?
If you fancy joining our team, don’t hesitate to apply! Applications, written in English. If you want to know more about the job you are welcome to contact me at Kenneth, kenneth.cekestrand@teliacompany.com.
We look forward to receiving your application and to make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. Selection will take place on an ongoing basis and this position might be filled before the application deadline. Application deadline is 2022-11-30.
Welcome to Telia – Home to your next big opportunity!