Stockholm – our capital city with millions of dreams, expectations, and ambitions

We work for everyone living here today and in the future. Now we are looking for you who want to think big, new, and differently with us – for the people of Stockholm.

Welcome to us

Do you want to help develop Stockholm's best resident experience?

The way into the City of Stockholm goes through the contact center.

The contact center is the customer center of the City of Stockholm. We are about 75 employees who answer questions related to social issues, schools & preschools, and urban development. We assist the city's residents by providing guidance, information, and service via phone and email.

To become an even better support and more accessible to Stockholmers, we started a new unit, Operational Management and Development, in January last year. The unit's mission is to support and develop the contact center to continuously help our residents professionally, efficiently, and with good quality. The unit consists of case support, staffing planners, personnel administrators, business developers, and unit managers.

We have a strong focus on the future, and there is great potential for you who want to contribute to our growth journey where accessibility and efficiency are key principles.

We offer

As an employee at the Service Administration, you will receive an introduction as well as training initiatives and seminars on current operational issues. We offer wellness benefits, and every week there is an opportunity for massage in our own premises.

Your role

As a staffing planner, you are an important support for the contact center in the daily work of planning our employees' schedules. You will be the one managing the operational daily control of our service caseworkers and the basic schedule of the operation together with another staffing planner.

You work broadly with many points of contact and different contexts. As a staffing planner, you have overall responsibility for the contact center's team where you traffic lead and are responsible for the operation of our minute-critical business. In collaboration with the managers and the other staffing planner, you will plan for training, vacation, and other absences.

You collaborate with all support functions to achieve set goals regarding service levels, efficiency, productivity, and high quality. You work closely with management on issues related to the operation's planning, future forecasting, and follow-up and have overall responsibility for this. You have a significant impact on the operation's finances by ensuring cost-effectiveness in the planning and use of personnel resources.

Your skills and qualities

We are looking for you with:

• a relevant education that we find suitable for the position, at least a completed high school diploma
• current experience in staffing planning and/or scheduling
• experience working with outsourced customer service and minute-critical operations where monitoring SLA and its penalties have been an important part of the tasks
• very good knowledge of the Calabrio system (formerly Teleopti)
• good knowledge of Excel
• good knowledge of Swedish both spoken and written

Meritorious with:

• experience in managing call flows and assigning competencies in a customer service telephony system.

Since the job involves piecing together schedules every day, you need to be meticulous and structured with the ability to plan, organize, and prioritize your work effectively. You are a communicative and stable person who appreciates and has the ability to collaborate with others. It is important that you have the ability to stand by your assessments in staffing issues, even when they differ from others' opinions. As you will be the expert in the field, you need to be able to drive your issues forward in a responsive and constructive manner. You have good judgment and great integrity.

Other

In this recruitment process, you do not need to attach a cover letter; however, we would like you to answer the questions you will encounter when submitting your application. Your answers to the questions will form the basis for the first selection. We wish for you to answer concretely and succinctly.

Warm welcome with your application!

The City of Stockholm works with competency-based recruitment aimed at recognizing each person's competencies and thereby combating discrimination.

The Service Administration is one of the city's administrative agencies and is responsible for the administrative tasks coordinated in the city. This mainly involves payroll administration, financial administration, city-wide procurement issues, contact center operations, and internal consultants providing support within digitization, IT & telephony, recruitment, as well as real estate and local issues. We have about 400 employees and are located in the Globen area. Our values are summarized in the word KÖRA, which stands for: Competence - Openness - Respect - Responsibility.