Operations Specialist

In the role of operations specialist, you will have a key role in Göta Energi's customer service. Together with colleagues and managers, you will analyze data and run small and large improvement processes and projects, both in your own unit but also in Nordic collaborations. You will have the overall responsibility for resource planning and scheduling of advisors.

You will report to Customer Service Manager Sweden, and you will be part of the management team for customer service.

The role includes tasks such as:

- Planning and scheduling of customer service staff

- Analysis of various metrics such as call volume, call patterns, staff productivity and resource allocation
- Analysis work to understand and initiate improvements in customer-oriented processes
- Run various projects
- Collaborate on a Nordic level to harmonize processes and routines
- Responsible for development and maintenance of CRM, WFM, CFM and other systems
- Responsibility for reporting on a Nordic level aswell as weekly and monthly reporting within own unit
- Cooperation with both external and internal parties




Your profile

We are looking for someone who has a strong analytical ability and who effortlessly present results and involve collegues in projects and improvement work. You are a person who translates knowledge into action and you have experience of successfully running projects in previous roles.

To succeed in the role, we believe that you are a person who puts the customer first and that your work is permeated by a clear outside-in focus. It is natural for you to collaborate within your own unit aswell as with other units and external parties. You are responsible, structured and driven to achieve results. Being a value driven organization, we think that you have a coaching approach and use open leadership principals.

We operate Nordic and reporting and presentations in English are part of everyday work. Previous experience in WFM is an advantage but not a requirement.

What we offer you

We offer the opportunity to work customer-centric and agile in an exciting industry.

We have adopted a hybrid work model, which means that you will have the opportunity to work both remotely and from the office. Our office is located in central Gothenburg.

Apply

Apply by 18th of March.

When you apply for job in Fortum Consumer Solutions you will be treated objectively. We don’t evaluate candidates based on age, sex, nationality and other none relevant factors. You will hear from us one in about 1-2 weeks after the application deadline.

If you have any questions, please don’t hesitate to contact manager for the role Therese Andersson, phone number: +46 73 149 0567