Required Language
Swedish, English

Employment Type
Full time

Contract Type
Permanent

Description

We are looking for an driven Performance Manager to join our Telenor operation in Larnaca. In this role, you will be responsible for driving performance improvement initiatives that enhance client satisfaction, operational efficiency, and profitability.

You will work in close partnership with Operations and Client Representatives, ensuring that performance standards, contractual obligations, and Foundever quality frameworks are consistently met and exceeded.

This is a highly visible role with strong impact on business results, client outcomes, and organizational development.

Key Responsibilities

Performance Monitoring & Continuous Improvement

Lead and execute assigned performance improvement initiatives in close partnership with Operations, ensuring alignment with client priorities and business objectives.

Maintain daily contact with the client, acting as a highly professional and engaged point of contact for performance-related discussions.

Work collaboratively with Operations Managers (OMs), Team Managers (TMs), and Advisors to understand operational realities, challenges, and opportunities at all levels.

Monitor, evaluate, and measure the effectiveness of initiatives using the PeakOS framework, ensuring improvements are practical, sustainable, and measurable.

Analyze performance data to identify trends, risks, root causes, and optimization opportunities, translating findings into clear, actionable recommendations for Operations.

Ensure full compliance with client audits, internal audits, Foundever standards, and relevant certifications, proactively addressing gaps with operational stakeholders.

Operational Collaboration, Feedback & Actionable Insights

Build strong, trust-based relationships with Operations and the Client, actively listening to feedback and incorporating frontline insights into improvement strategies.

Collaborate with Performance Managers and operational leaders to embed performance improvement initiatives into day-to-day operational execution.

Convert insights from performance data, audits, quality results, and client or employee feedback into practical improvement plans.

Facilitate and lead improvement forums and working sessions ensuring discussions result in clear actions, ownership, and follow-up.

Change Management, Engagement & Innovation

Partner closely with operational teams across countries to drive engagement, encourage open dialogue, and foster a culture of continuous learning and improvement.

Act as a change advocate by supporting Operations and the Client through change initiatives, ensuring clarity, alignment, and readiness at all levels.

Support the operational adoption of technology, digital solutions, and AI-driven improvements by translating innovation into practical, frontline-ready solutions.

Enable smooth and effective implementation of change initiatives by ensuring stakeholder buy-in, addressing concerns proactively, and minimizing resistance through communication and involvement.

Qualifications & Experience

Minimum 3 years of experience in a Contact Center environment. Proven leadership experience with a strong track record of driving performance and results. Data-driven mindset with strong analytical and problem-solving capabilities. Comfortable working in a fast-paced, dynamic, and changing environment. Fluent in English and Swedish (both spoken and written).

Education

Bachelor’s degree or equivalent relevant professional experience.

Skills & Competencies we look for

Strong understanding of financial performance metrics (cost, revenue, gross margin). Ability to influence, persuade, and build consensus through storytelling and data-driven insights. Ability to translate complex analytical and statistical data into clear business narratives and journey maps. Results-oriented with a proactive and innovative mindset. High emotional intelligence and strong communication skills. Good understanding of market dynamics, competitors, and industry trends.

Technical Skills & Tools

Advanced proficiency in MS Office (Excel, PowerPoint, Word, Outlook). Experience with statistical and analytical tools such as Power BI, Minitab, R, or Python. Knowledge of root cause analysis and performance tools (Such as iCoach, RCA, Fishbone, VBM, Impact Calculators). Six Sigma, ISO, and COPC certifications are considered a strong asset.

Employment Details
Employment type: Full-time
Contract: 6-month probation period with the possibility of permanent employment
Location: On-site in Larnaca, Cyprus
Start date: As agreed
Application deadline: 15 February

We conduct interviews on an ongoing basis and may fill the position prior to the application deadline.