Head of Service Desk Invoce B2B sökes till Telia Company
Core
Leading a large B2B service desk organization for invoice-related inquiries and optimizing service delivery for corporate customers.
Role type
Senior leadership, service desk operations
Builds
Efficient B2B invoice support operations and improved customer service experience
Domain
Telecom / B2B Customer Service / Invoicing
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
B2B service desk leadership, change management, process optimization, workforce management, key performance indicator (KPI) management, team coaching, operational excellence, digital transformation
Preferred skills
Experience leading teams across SME and Enterprise segments, stakeholder management, cost-efficiency focus
Technologies
Workforce Management tools, CRM systems, billing platforms
Responsibilities
Lead 1st and 2nd line service desks for B2B invoice issues, drive operational excellence and process improvements, coach and develop team leaders, influence business results through strategic planning, collaborate with Quality Management and CX functions, ensure stable and cost-effective service performance
Seniority
Senior, hands-on IC