Vendor Team Lead SWE

We are now looking for a dynamic and experienced Vendor Team Leader to join our customer service team in Sweden!

About the role

The Vendor Team Leader will be responsible for building capabilities and ensuring that the vendor meets or exceeds performance expectations. This includes monitoring, communication, problem-solving, and a strong focus on continuous improvement to maintain high standards of service quality and customer satisfaction. The Vendor Team Leader will work closely with both Swedish and Nordic-level colleagues. The Vendor Team Leader will implement harmonized operational models at the Nordic level and apply agreed Nordic practices in daily work. Vendor Team Leader will report to the Nordic Vendor Manager.

Your responsibilities

• Act as the main point of contact for operational matters between Fortum Customer Service, Sweden  and the vendor."
• Maintain regular communication with the vendor and lead meetings to assess performance.
• Define and monitor key performance indicators (KPIs) and provide feedback to the vendor.
• Lead and steer the vendor to ensure results.
• Conduct regular audits to ensure compliance with contractual obligations.
• Ensure adherence to quality standards and service level agreements (SLAs).
• Align internal teams and vendor operations for seamless service delivery.
• Identify and mitigate risks related to vendor performance.
• Evaluate the value provided by the vendor and manage associated costs.

About you

To succeed and thrive in this role, you should have:

• 2 +  years of work experience with call center operations management with deep knowledge of call center tools and technology.
• Proven track record of developing performance metrics and implementing data-based process improvement action plans driving customer satisfaction.
• Excellent verbal and written communication skills for effective interaction with both team members and stakeholders.
• Leadership skills and experience, including the ability to motivate and coach team members, influence others, and work with all levels of management and professional staff.
• Good organizational skills to manage time, resources and tasks efficiently.
• Adaptability to handle changing circumstances and unexpected challenges.
• Fluent English and Swedish language skills.
• Ability to travel frequently.

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, flexible working hours, and 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.

More information about our culture and benefits can be found here.

Interested?
Submit your application latest on 08.04.2025. We start contacting suitable candidates already during the application period. If you have questions and would like to hear more about the position, please contact arvid.olof.olsson@fortum.com.

To be selected for the position, the applicant must go through background clearance including drug testing.  

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