Head of Performance & Planning

Head of Performance & Planning

Are you a great leader with a solid motivation to deliver a Best-in-Class customer experience to our Customers? Look no further! Here is your potential next step.

I am Erik Lindström, and I am responsible for CSD (Customer Service Delivery) within Telia Sweden. I am now looking for a Head of Performance & Planning.

As Head of CSD Performance & Planning you are overall responsible to handle and improve our capacity planning processes and performance management for our B2B & B2C departments. The scope includes both 1st and 2nd line customer service as well as capacity planning for our stores. The organization consists of approximately 35 skilled and engaged colleagues located around Sweden. You will be part of the management team for Customer Service and Delivery and work closely with our stakeholders in the business units and other supporting functions.

Your next opportunity?

If you are customer focused person with an analyzing mindset, then this is your next opportunity! Since we are going through a transformation with digitalization and automation at the core, you will get the opportunity to guide the organization towards new ways of working, while continuously securing a best-in-class operation with customer satisfaction, cost efficiency, sales and people engagement as key aspects. To achieve your goals on our mission, we need leaders who envision the future, engage colleagues towards a shared goal and create the conditions for the people & organization to execute on plans.

Who are you?

You have long experience from Customer Service, and you are excited about the planning and performance process of an organization as such, with an eye for operational excellence. You have a motivated mindset, result-orientation and make things happen. You are an experienced leader with solid coaching skills who can motivate and support our people to achieve goals.

  • You have a proven track record and experience from leading Customer Service workforce management organizations, from telco or similar industry.
  • Your formal education and experience may vary, but you have a solid analytical and business understanding of what it takes to make a cost efficient, people and customer focused planning as well as real time management.
  • You understand the importance of transparency and communication, you build good relationships with stakeholders and know how to navigate a large organization.
  • Professional Swedish and English skills are required.

You enjoy improve the status quo with best practice in mind and Dare to question when you think something is not correct, you Care about our customers and the experience they have while doing business with us, and you always aim to Simplify by proposing improvements and new ways of working.


Do not hesitate to apply if this sounds like you! If you want to know more before you make up your mind, please contact me on erik.y.lindstrom@ teliacompany.com.

We look forward to receiving your application 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, last day to apply is December 31 - 2022. The position may be filled before the application end date. Required controls will be performed

Welcome to Telia - Home to your next big opportunity!

Mer info
Område Solna
Yrkesroll Övrigt
Typ av anställning Heltid
Hemsida https://www.teliacompany.com/sv/karriar/
Sista ansökningsdag 31 dec 2022 (32 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.