Real Time Manager / Workforce Manager Specialist

Responsibilities

• ▹Monitor and steer inbound volumes, availability and service levels in real time
• ▹Ensure schedules and plans are followed, adjusting as needed
• ▹Handle deviations such as sick leave, unexpected volume spikes or technical disruptions
• ▹Represent customer service during incident handling
• ▹Collaborate closely with team leaders and other support functions
• ▹Provide insights and input on staffing and performance
• ▹Manage capacity plans and scheduling, analyze outcomes and identify efficiency opportunities

Requirements

• ▹Upper secondary education
• ▹Strong ability to work in a structured way and juggle multiple tasks
• ▹Basic computer literacy, analytical mindset, comfortable working with data and KPIs
• ▹Experience in an RTM, WFM or similar staffing role

Nice to have

• ▹Experience from customer service, call centers or other operations-close areas
• ▹Interest in analysis, planning and optimization
• ▹Experience with WFM systems such as Genesys or Calabrio

Soft skills

What we offer

• ▹Warm, inclusive company culture
• ▹Strong shared values and a trust-based leadership style
• ▹Freedom and trust in decision-making

About the company

Telenor Sverige is a telecommunications provider focused on supporting people's everyday communication and connections.