About the Role
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.
About Telia
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.
What we offer
•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
Monthly salary range for this position – EUR 2,500–3,700 gross, plus quarterly bonuses based on team results. Although it may vary depending on your skills and experience.
Application
We look forward to receiving your application by November 13, 2026. Please note that we might close the position earlier if we find the right candidate.
If you're selected for the next stage, you'll be contacted by our Hiring Manager or Talent Acquisition Partner. Background and reference checks will be part of the process.
Want to know more about this role? Please reach out to Kristina Karaseva, Acting Head of the Customer Service Division.
