about 20%
lower staffing
while handling the same contact volume
INTERIM LEADERSHIP
When you need someone to step in and lead.
I have led customer operations through change, delivery problems and demanding periods. Through REM, I can step into a senior operational role for a defined period when your business needs experienced leadership.
Talk to RogerResults from Roger's previous roles
about 30%
higher sales performance
following changes to operational and commercial management
under 120 sec
queue time
after turning around a critical delivery
50%
fewer call transfers
with average handling time unchanged
These outcomes were achieved in earlier roles. They are not REM client projects or promises of future results.
See the experience behind the numbers01
When interim leadership makes sense
A key role is vacant, a major change needs leadership or service performance needs to be stabilised. Interim support gives you experienced capacity without immediately making a permanent hire.
- A management vacancy while recruitment is underway.
- A change that needs hands-on leadership, not another project plan.
- A service team or outsourcing partner that needs clearer accountability and follow-up.
02
Consulting and interim leadership serve different needs
In a consulting assignment, your team retains line-management responsibility while REM delivers a defined piece of work.
In an interim assignment, I take on an agreed management role for a limited period. We define responsibilities, reporting lines and expectations upfront.
03
Directly or through an interim management firm
You can engage me directly or through an interim management firm. Either way, we agree the role, responsibilities and expected outcomes before I start.
04
Experience and availability
I bring more than 20 years of experience in customer operations. My previous roles include leading organisations of up to around 450 employees and responsibility for P&L of up to SEK 180 million. These are from earlier positions, not REM projects.
I am based in Borås, western Sweden. We agree on location and on-site presence for each assignment.
THE MANDATE MATTERS
The operational roles I can step into.
01
Customer Operations and customer service
Leading teams where staffing, service quality and commercial targets must be balanced.
02
Contact centres and daily operations
Responsibility for daily delivery, workforce planning, performance and service levels.
03
Service Delivery and partner operations
Managing internal and outsourced service delivery, including partner performance, escalations and outcomes.
04
Operational change
Leading operational change while the business continues to serve customers.
Need experienced operational leadership?
Tell me about the role, what is happening in the business and what needs to improve.