Alexander Käll

Operations leader with 8+ years of progressive experience across Nordic and international shared service and BPO environments. Currently managing a 150+ FTE business unit with full P&L accountability and an average monthly cost base of ~€800,000. Proven track record of stabilizing underperforming operations, increasing revenue, improving utilization, and strengthening margin performance.

Experienced in SLA governance, workforce optimization, and executive-level client engagement within multilingual, multicultural environments.

Associate Operations Manager Nordic Markets at Tech Mahindra (2024-01 – Present)

Lead a 150+ FTE Nordic business unit with full P&L accountability

• Lead a 150+ FTE Nordic business unit with full P&L accountability (~€800,000 monthly cost base).
• Executed operational turnaround of an underperforming portfolio, increasing monthly revenue from €750–800k to €850–900k.
• Improved margin performance by increasing utilization, reducing absenteeism, and optimizing headcount based on forecast accuracy.
• Secured additional client volumes across multiple Nordic markets through structured commercial dialogue and performance alignment.
• Govern SLA compliance, productivity, quality, and customer performance metrics (NPS/CSAT).
• Conduct executive client reviews and financial performance steering.
• Implement continuous improvement initiatives to strengthen delivery predictability and cost-to-serve efficiency.

Team Manager at Tech Mahindra (2024-01 – 2024-12)

Managed multilingual Nordic service operations across multiple channels

• Managed multilingual Nordic service operations across multiple channels.
• Increased operational efficiency by 15% through structured KPI governance and targeted coaching.
• Improved FCR and reduced AHT through knowledge management optimization.

Project Manager Energy & IT Portfolio at Fortis (2023-01 – 2024-12)

Managed financial and operational performance for a 35-client portfolio

• Managed financial and operational performance for a 35-client portfolio.
• Monitored cost structures and ensured service profitability.
• Built KPI dashboards (Excel / Power BI) to increase transparency and support data-driven decision-making.
• Acted as primary liaison between clients and delivery teams.

Team Manager – Terminal & Invoice Operations at Transcom (2022-01 – 2023-12)

Led 25+ FTE supporting Nordic payment terminal and invoicing operations

• Led 25+ FTE supporting Nordic payment terminal and invoicing operations.
• Improved productivity by 18% through workflow redesign and structured performance management.
• Delivered record NPS performance month and won two national market competitions.
• Owned workforce planning, scheduling, and quality governance.

Product Specialist / Trainer at Transcom (2021-01 – 2022-12)

Reduced ramp-up time through structured onboarding and technical training programs

• Reduced ramp-up time by 30% through structured onboarding and technical training programs.
• Developed training materials and process documentation for SAP and payment systems.

System Expert / Senior CSR at Transcom (2021-01 – 2021-12)

Managed complex escalations and supported frontline operations with technical expertise

• Managed complex escalations and supported frontline operations with technical expertise.
• Identified recurring issues and contributed to process improvement initiatives.

General Store Manager at Hemköp (2018-01 – 2019-12)

Held full operational and financial responsibility for retail unit performance

• Held full operational and financial responsibility for retail unit performance.
• Achieved 10% revenue growth through workforce planning and commercial optimization.

Upper Secondary Diploma in Business Administration – Jensen Gymnasium Private School