Team Leader

Are you passionate about coaching people? Are you a problem solver? Do you like to create and experiment with new ways of working to deliver improved customer experience?
If you are interested in coaching a team to deliver best customer service in a fast-pace and demanding telecom industry, this is your opportunity.
Customer Support Center Team Leader at Telia Carrier
The mission of the Customer Service unit within Telia Carrier Operations is to care for the full customer experience after service delivery. The unit consists of 24/7 Customer Support Center, Service Management and Billing units. As of June 1st, 2021 Telia Carrier changed ownership. This means an exciting journey that will require full focus on customer experience and driving change. In order to support this journey and continue developing our 24/7 customer support to be market-leading we are now looking for a Team Leader.
Key responsibilities:
Contribute and participate in creation of efficient processes to keep high customer satisfaction
Track performance of the organization and initiate development whenever necessary
Coaching, mentoring, and monitoring of team members on their ability to handle daily operations
Handle technically complicated incident tickets in your specific competence area according to platforms within Telia Carrier network, such as Transmission, IP, Voice and Mobile
Act as escalation point for incidents and oversee day to day operations
Participate in problem solving and own improvement programs

You are:
Able to inspire, motivate and encourage teamwork
An excellent communicator and collaborator
Service and customer minded
Able to handle several issues simultaneously
Structured, flexible, and engaging

Qualifications and skills needed:
Experience from Customer Care & Support and/or Network Monitoring within international telecoms
A degree with a major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
Excellent English (written and spoken) on a highly technical & professional level
Solid knowledge of telecommunication technology layers such as IP, DWDM, Voice, Mobile Data
Project management experience

The following skills are highly meriting:
Cisco/Juniper certification and/or similar certifications in Voice/Signaling/A2P
Experience in Lean, Six Sigma, Agile methodologies
Understanding of ITIL processes

Location:
Telia Carrier office in Solna.
Working hours:
Regular business hours with occasional escalation duty and paid overtime.