Team Leader for Contact Center in Norrköping

At the Swedish Migration Agency, we are engaged in one of the major societal issues of our time – migration. We are approximately 6,000 people here, and we have an exceptionally important job! We are looking for team leaders for the contact center in Norrköping. With us, you will work on current societal issues influenced by what is happening in our surroundings. Issues that concern and engage. We offer a dynamic environment where continuous improvement and interaction with people are at the forefront. The contact center's mission is to receive and respond to the authority's incoming phone calls and emails, in Swedish and English. We are located in several places across the country and provide support and information on both general and qualified questions within the areas of the Migration Agency. The contact center has a strong focus on service, knowledge, and learning. We offer a dynamic environment characterized by a focus on continuous improvement, collaboration, and respect for individuals. What does a team leader do? As a team leader, you represent the employer and support the immediate manager in the operational management work of the unit. This means that you allocate resources, coordinate, and follow up on the team's daily work and report regularly to the unit manager. Through a coaching approach, you guide the employees in the team. Together with other team leaders, you coach the team towards results and goal fulfillment and ensure that standards are followed, including through systematic and regular feedback to employees. You drive the work of continuously improving methods and working practices and collaborate with other team leaders in the unit as well as across the entire section. Who are you? We are looking for someone who is self-assured with good self-awareness and can distinguish between the personal and the professional. As a leader, you motivate others to achieve common goals and create engagement and participation. You have good collaborative skills and are attentive. Furthermore, you see the bigger picture and consider the best interests of the entire organization in your actions and decisions. You are meticulous and well aware of goals and quality standards, placing great importance on meeting these. In our work as civil servants, high demands are also placed on judgment and a strong awareness of security and confidentiality. You who are applying have: - An academic degree of at least 120 credits in law, social sciences, or behavioral sciences, or other education combined with relevant experience for the role. - Experience in customer service and/or customer interactions. - Experience in leading and developing groups and/or individuals. - Good communication skills and express yourself well in both spoken and written Swedish and English. - Proficiency in the Microsoft Office suite. It is advantageous if you have: - Leadership training. - Experience in coaching leadership. - Experience in leading change. - Knowledge of conversation and investigation methodology. - Experience in conducting training sessions. - Experience working as a team leader in a contact center or similar operations within the public sector. - Good knowledge of the Migration Agency's various processes. Information Employment type: Permanent with a probationary period. Working hours: Office hours. Location: Norrköping. Some opportunity for remote work is available. Start date: By agreement. Read about our employment benefits at https://www.migrationsverket.se/Om-Migrationsverket/Jobba-hos-oss/Formaner-och-villkor.html. Application We welcome your application documents by December 16, 2025, at the latest. We accept your application via our recruitment system. _________________________________________________________________________________________________________ About the recruitment process It is important to us that all skills in the labor market are utilized. Therefore, we welcome all applicants and strive for a balanced gender distribution and diversity. As a government agency, we recruit based on merit and competence. You can read more about what this entails at https://www.arbetsgivarverket.se/jobba-statligt/fragor-och-svar/Hur-ser-rekryteringsprocessen-ut-for-statliga-jobb/. We use selection questions during the application process. Please answer them as thoroughly as you can, as your responses are significant for whether you qualify to proceed in the recruitment process. In some recruitments, we also use tests to assess how well your skills match the position you are applying for. During a potential interview, you may also be asked questions related to security. If you wish to contact union representatives, contact details for Saco-S, Seko, and ST can be found at the bottom of the "Job Openings and Interest Registration" page on migrationsverket.se: https://www.migrationsverket.se/om-migrationsverket/jobba-hos-oss/lediga-jobb/fragor-och-svar-om-att-soka-jobb-hos-oss.html#svid12_5560a3b619996eafa4b2b0. To work at the Migration Agency, you must have the right to reside and work in Sweden based on one of the following grounds: Swedish citizenship (a requirement for certain positions), Nordic citizenship, EU citizenship