Required Language
Swedish, English

Employment Type
Full time

Contract Type
Permanent

Description

Location: Kalmar, Sweden (Hybrid possible)
Department: Operations & Business Intelligence

About Foundever

Foundever™ is a global leader in the customer experience (CX) industry with 170+ sites and over 150,000 employees across 45 countries. In the Nordics, we are a team of 1,500 professionals delivering exceptional service for some of the region’s most trusted brands. In Kalmar, we host one of Sweden’s largest CX hubs with 350–400 employees — and we are growing.

As part of our continued transformation, we are now looking for a sharp and driven Data & Reporting Specialist to join our high-performing Nordic operations team in Kalmar.

Your Mission

As our Data & Reporting Specialist, you will be at the center of data-driven decision-making across operations, sales, workforce management, and client reporting. Your insights will directly influence strategic planning, operational improvements, and financial outcomes for the Telenor Group Account — one of our most important clients in the Nordics.

Key Responsibilities

Design, develop, and maintain clear, reliable and automated dashboards and reports (Power BI, Excel, SQL) to support daily, weekly and monthly performance tracking. Extract and structure data from multiple sources (CRM, ERP, dialer systems, workforce tools). Analyze performance trends, identify outliers and present actionable insights to both internal leadership and client stakeholders. Own reporting governance: ensure data quality, timeliness and consistency in KPI delivery. Drive continuous improvements in how we use data to enhance service delivery, sales conversion, and customer satisfaction. Support transformation initiatives and commercial decisions with robust data modelling and ad hoc analysis. Collaborate closely with operations, workforce, client teams, and our Nordic leadership team. Support internal forecast-to-actual reviews, trend modeling, and business planning. Document processes and champion reporting best practices across the Kalmar site and wider Nordic network.

What We’re Looking For

Proven experience (2+ years) in a reporting, business analyst, or data specialist role — ideally within BPO, telecom, or service operations. Strong Excel (pivot tables, lookups, dynamic formulas) and Power BI skills. Working knowledge of SQL, DAX or Power Query — and the ability to learn new tools fast. Structured and detail-oriented mindset with strong analytical and problem-solving skills. Excellent communicator, able to simplify complex data for both senior leaders and frontline teams. Fluent in English; Swedish proficiency is an advantage. Experience working in an international environment is a plus  

Bonus Skills (Nice to Have)

Experience with tools such as SAP Business Objects, VBA, Python or R. Understanding of contact center KPIs and metrics (e.g., AHT, SLA, CSAT, Sales per Hour). Familiarity with predictive analytics and AI?driven reporting.

What We Offer

A key role in one of the most important transformation programs in the Nordic customer experience industry. The opportunity to work cross-functionally across Sweden, Norway, Finland and nearshore sites like Greece and Cyprus. Autonomy to build, improve and scale modern reporting tools and workflows. A vibrant and inclusive culture that supports development, innovation, and collaboration. Hybrid working opportunities (after onboarding) and flexible working hours. Competitive salary, health insurance, wellness allowance, and training & development programs. Career growth within a truly global organization with room to expand into senior data, transformation, or operations roles.

For questions about the position, please contact: Henrik.Jacobsen@foundever.com