Escalation Manager

Escalation Manager

Right now, we are looking for an Escalation Manager to the team at the Control Center. I am Kenneth Cekestrand and I am leading our Control Center Escalation Management Team, we are a great bunch of people, and I am super proud of every member of our team.

Is this your next opportunity?
Take the chance to be a part of Control Center team into a new future! In Control Center we are working every hour around the clock to ensure high-quality customer experience. We are monitoring and operating the networks and services in all our Nordic countries and the international part to provide maximum performance and availability for our customers.

This is a great opportunity if you see the purpose of combining technology, economy, business, and customer relationships. You will initiate and propel activities that will generate quality improvements as well as you will be an important contributor to accelerating how we grow and retain customer or stakeholder satisfaction.

The Escalation Manager role is key position within the Control Center with direct influence on our operational production within the Nordic, Baltic, and international areas with a high focus on our operation. The team, who you would be a part of, is responsible for coordination, control of process performances and actions, provide disturbances notifications and is responsible for the Crises handling and all escalations. Together you have the overall responsibility for maximizing the potential of our existing operation by increasing quality and secure collaboration within our Nordic, Baltic, and international colleagues.

The Escalation Manager is not position with direct reports, but you will develop as well as set routines, documents, and act according to Service Lifecycle and Service Assurance Process flow, both proactive 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.
  • Managing crises handling and all escalations
  • Be responsible for coordination
  • Control process performances and actions
  • Provide disturbance notifications
  • Secure collaboration within our Nordic, Baltic and International areas
  • Support Lawful Authorities
Is this you?
You are independent with a solid forward-thinking mindset, but still, you are a team-oriented person that appreciate an inclusive team environment. As an Escalation Manager you would provide direction to other teams and monitor results. You collaborate with other units to meet customer needs and you handle external relationships. You have a enthusiasm to improve customer experience. You evaluate and plan initiatives that are in alignment with the organization's strategies considering implications beyond own unit. You promote and encourage a customer focused environment, ensuring high-quality customer service. 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 personal competencies:
  • Curious doer
  • Business minded
  • Collaborative simplifier
  • Positive leader
Your experience:
  • Skilled with report writing and usage of administrational tools (e.g., Microsoft Office suite)
  • A background in Customer, IT, Telco, and mobile services
  • You have university degree in a relevant field or equivalent education
  • Administration and computer skills on an advanced level required
  • Great communications skills, and you need to be fluent in both English and Swedish (verbal and written)
  • Understanding of our industry
The employment is in a secure facility, and you will be subject for security screening and Swedish citizenship is required.

This is a 24/7 operations unit, no hybrid workplace is applicable and you should also be able to work outside regular office hours.

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.

If you fancy joining our team, don't hesitate to apply! If you want to know more about the job you are welcome to contact me Kenneth Cekestrand on or connect with me on LinkedIn.

We look forward to receiving your application written in English 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 the 28th of August.

Welcome to Telia - Home to your next big opportunity!
Mer info
Område Karlstad
Yrkesroll Organisation & ledning, Chefsbefattningar
Typ av anställning Heltid
Sista ansökningsdag 28 aug 2022 (10 dagar kvar)

Om arbetsgivaren

Everything we do is reflected in our purpose: To reinvent better connected living. That's how we make a difference for our customers in the big and in the small. That's how we contribute to the lives and livelihoods where we are present. Our skilled people and partners, innovative technologies and powerful networks are there to make daily life smoother and richer for our customers and help societies and business become more efficient and sustainable. Welcome to Telia, the home of your next big opportunity and a place where everyone can be themselves with equal access to opportunities.