Contact Center Support Manager

ABB; Zürich; Hybrid; CHF 100’000 - 130’000; Vollzeit

Zusammenfassung

A leading global robotics company in Zurich seeks a Contact Center Leader to drive service excellence and accelerate digitalization across multiple countries. This role requires strong coaching skills, performance management experience, and a university degree in a relevant field. The ideal candidate should have several years of experience in contact center operations and be fluent in English. Join us as we shape the future of robotics while delivering exceptional customer experiences.

Qualifikationen

• Several years of experience in Contact Center operations.
• Proven success in measurable efficiency improvements.
• Strong process excellence mindset (Lean / Continuous Improvement).
• Hands-on exposure to digitalization and automation.

Aufgaben

• Lead a multi-country Contact Center organization.
• Drive service excellence and accelerate digitalization.
• Own end-to-end Contact Center service delivery globally.
• Act as escalation point and trusted business partner.

Kenntnisse

Performance management

Stakeholder management

Coaching skills

Fluent English

Ausbildung

University degree in Business Administration, Operations, or related field

Jobbeschreibung

Overview

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to: Technical Support Manager

Position is open globally, preferred candidate is located in an EU-time-zone.

Your role and responsibilities

Lead a multi-country Contact Center organization at the heart of our customer journey—from first contact to cash. In this role, you will drive service excellence, accelerate digitalization, and position our company as the easiest and most trusted partner to do business with.

The work model for the role is hybrid: #LI-Hybrid

• Own end-to-end Contact Center service delivery globally, with full accountability for cost, productivity, quality, customer satisfaction and engagement.

• Drive standardization and continuous improvement, simplifying processes and leading change initiatives to increase efficiency and scalability across countries.

• Act as escalation point and trusted business partner, providing data-driven insights on performance and customer experience.

• Accelerate digitalization and innovation, leveraging automation, analytics, and BI solutions to enhance customer experience and unlock business value.

Qualifications for the role

• University degree in Business Administration, Operations / Industrial Engineering, Customer Experience, or a related field.

• Several years of experience in Contact Center / Customer Service operations, shared services, or service delivery—ideally in a multi-country or international setup.

• Proven success in performance management with measurable efficiency and quality improvements.

• Strong process excellence mindset (Lean / Continuous Improvement) and experience driving standardization across teams and countries.

• Hands-on exposure to digitalization and automation and the use of analytics / BI for operational transparency.

• Excellent stakeholder management and communication skills, including interaction with senior leadership.

• Hands-on people leader with strong coaching skills and the ability to build ownership through change.

• Fluent English required

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.