Team Leader, Enterprise

The Customer Service Enterprise team focuses on delivering top-tier customer support towards our enterprise customers. We are responsible for creating customer- and business value according to the highest standards to ensure excellent customer experience.  

In our function, we are responsible for developing and optimizing customer service processes and tools through nordic collaboration and harmonization.

For this role you need to be located near our office in Stockholm.

About the role

• Driving Success: Leading and supporting employee performance to surpass targets in customer satisfaction, efficiency, sales, and quality within customer service excellence!
• Full personnel and KPI responsibility of the team’s deliveries and development (inbound and outbound activities).
• Drive continuous improvement by, planning of training activities based on KPI data & behaviour insights.
• Monitor transactions to ensure customer and business needs are met.
• Conducting coaching activities to develop wanted skills, performance and behaviour.
• Follow up absenteeism, code of conduct and way of working within the team.
• Documentation of advisors coaching and development actions.
• Handle escalated customer cases.
• Recruitment of new Advisors.
• Ensuring employee wellbeing and performance culture in the team.

About you

• 2-3 years proven track record in performance management, preferably in
• contact centre environment
• Strong interpersonal skills with a focus on communication, coaching, and leadership
• Comfortable working in a fast-paced operational environment
• Adaptive and responsive to the dynamic nature of operations
• Organized, with an ability to prioritize tasks in a fast-paced environment
• High on-site presence is expected

We offer you
At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits and a hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

Interested?
Submit your application by 06.12.2024 at the latest. In this recruitment, we have ongoing selection, which means that we call for interviews on an ongoing basis. If we find the right candidate, the advertisement can be removed before the last application date. If you would like to hear more about the position, please contact Mats Wammeli, Senior Manager Customer Service Enterprise, through e-mail: mats.wammeli@fortum.com.

We are Fortum
Fortum is a Nordic energy company. Our purpose is to power a world where people, businesses and nature thrive together. We are one of the cleanest energy producers in Europe and our actions are guided by our ambitious environmental targets. We generate and deliver clean energy reliably and help industries to decarbonise their processes and grow. Our core operations in the Nordics comprise of efficient, CO2-free power generation as well as reliable supply of electricity and district heat to private and business customers. For our ~5 000 employees, we commit to be a safe, and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com