We’re looking for a Head of Contact Centre Service & Technical Support (Fixed term maternity cover) to join us at Telia in Kaunas office.
I’m Kristina Karaseva , Acting Head of the Customer Service Division , and I’m searching for an ambitious, positive leader who embraces change and challenges. We’re a customer-focused team committed to delivering high-quality service, resolving technical issues, and continuously improving how our contact center works.
What you’ll do:
You will lead the inbound contact center's Technical Support and Customer Service Division in Kaunas, comprising six teams serving consumer and business customers, as well as the workforce management team.
• Lead a team of six managers, developing and empowering them to achieve ambitious goals.
• Deliver customer service, sales, quality and operational efficiency targets across the division.
• Analyse performance and customer needs, identify improvement opportunities and turn insights into concrete actions.
• Plan staffing and operational resources to ensure high-quality and efficient customer service.
• Improve processes and ways of working by creating simpler, more efficient and customer-friendly solutions.
• Drive change and contribute to improvements across the entire customer service organisation.
• Collaborate with other divisions to create value for customers and the business.
• Build an environment where people grow, take ownership, share ideas, and achieve strong results together.
What will help you thrive in this role:
You are an inspiring, ambitious, and customer-focused leader who combines care for people with a strong drive for results.
• Proven leadership experience: At least three years of successful leadership experience, including managing managers and larger teams.
• Customer service expertise: Experience in customer service, service delivery or another high-volume service environment.
• Performance management: Ability to manage performance against clear KPIs and make data-driven decisions.
• Change leadership: Experience implementing change, improving processes and challenging established ways of working.
• Business and customer focus: Ability to understand customer needs while making decisions that create value for the business.
• Ownership and prioritisation: Ability to work in a rapidly changing environment, set clear priorities and take responsibility for results.
• Communication and collaboration: Strong skills in building trust and working effectively across teams and divisions.
• Technology curiosity: Interest in how technology, digital solutions and artificial intelligence can improve customer and employee experiences.
• Education and languages: A university degree and a good command of English.
• Other requirement: A valid driving license.
Join us to shape smarter living for people, businesses, and the planet
At Telia, we’re a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Top Employer and Sustainability Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.
Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you’re taking your first step or your next, Telia is a place to grow, belong, and make a real impact.
What we offer
At Telia, we care about your well-being, growth, and sense of belonging:
• Additional health insurance and pension plans
• Workation: work from anywhere in the EU for up to 30 days per year
• Extra vacation days based on tenure (up to 5 additional days)
• Discounts on Telia services, including free home internet
• Partner offers and discounts (SPA, cafes, events)
• Telia Kids Club: summer camps for employees’ children
• Company-supported sports activities (yoga, basketball, running)
• Internal training, leadership programs and job shadowing to explore new roles…and more.
Monthly salary range for this position – EUR 2,500–3,700 gross, plus…