Resource Specialist

About The Role

We are seeking a proactive and analytical Resource Specialist to join our dynamic contact center team. This role is pivotal in ensuring optimal staffing, real-time queue management, and schedule adherence across our customer service operations in Finland, Sweden, and Norway. You will work closely with team leaders and advisors to maintain service levels and support operational excellence.

Your Responsibilities

• Monitor daily contact volumes and service levels, adjusting schedules and breaks in real-time to meet targets.
• Creating and updating Short-Term forecasts for all customer service channels.
• Manage shift planning, absences, and activity scheduling using Calabrio and other internal tools.
• Collaborate with team managers to forecast short-term resource needs and optimize agent availability.
• Provide weekly reports on performance metrics and deviations.
• Support compliance and handle change requests related to line status and resource allocation.
• Cover Resource Specialist duties during absences and assist in onboarding new team members.
  
  
  

About You

• Proven experience in workforce management and short-term forecasting in contact center operations.
• Strong analytical and organizational skills with attention to detail.
• Familiarity with scheduling tools (e.g., Calabrio) and CRM systems.
• Excellent communication and collaboration abilities.
• Ability to work independently and prioritize multiple tasks.
• Higher education in business, economics, or a related field is preferred.
  
  
  

We offer you

• A responsible and meaningful area of responsibility
• The opportunity to concretely influence the future customer service operations and development
• Good development opportunities in terms of own work and skills
• A culture that emphasizes customer orientation, agility and the courage to look ahead
• Professional, committed and enthusiastic colleagues
  
  
  

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here.

Interested?

Submit your application by 03.09.2025 at the latest. If you would like to hear more about the position, please contact Ville Nuutinen, through e-mail [email protected].

We are Fortum

Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries

decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s

power generation is already 99% from renewable or nuclear sources with one of the

lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated

emission reduction targets on our way towards net-zero by 2040. For our :4,500

employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on

Nasdaq Helsinki. fortum.com