Contact Center Support Manager

StudySmarter; Friedberg; Hybrid; EUR 57.000 - 69.000; Vollzeit

Zusammenfassung

ABB's Robotics division seeks a leader to run a globally distributed Contact Center, driving high-quality service across time zones and channels. You will shape its evolution with automation, analytics and AI, owning performance and improving efficiency. This role requires strong leadership for a diverse, global team in a hybrid work model.

The position emphasizes transformation, standardized processes, and customer excellence in a fast-moving, matrixed organization.

Qualifikationen

• University degree in Business Administration, Operations, Industrial Engineering, Customer Experience, or related field.
• Several years of experience in Contact Center, Customer Service, Service Delivery or Shared Services operations in a global or multi-country environment.
• Proven experience building, scaling or transforming a service organization, with a strong track record in process improvement and standardization.
• Strong operational and people leadership skills, with experience managing performance and leading globally dispersed teams through change and evolving responsibilities, technologies and ways of working.
• Good understanding of modern customer service technologies, including CRM platforms such as Salesforce, automation, analytics and AI.
• Strong stakeholder management and influencing skills, with the ability to navigate a complex, matrixed organization.
• Fluent English required; additional languages are an advantage.

Aufgaben

• Lead and develop a globally distributed Contact Center organization, ensuring high-quality service delivery across time zones and channels.
• Drive the evolution of the Contact Center, expanding its capabilities and transitioning from primarily dispatching requests towards increasingly direct and value-added services.
• Own operational performance, with accountability for productivity, cost, quality, service levels, customer satisfaction and employee engagement.
• Standardize and simplify processes and ways of working, moving from local solutions towards scalable global processes while balancing local requirements.
• Lead the team through change, building capabilities, ownership and confidence as responsibilities, technologies and ways of working evolve.
• Accelerate digitalization and continuous improvement, leveraging automation, analytics and emerging AI technologies to enhance customer experience and operational efficiency.

Kenntnisse

Contact Center ops

People leadership

CRM: Salesforce

Automation & analytics

English fluency

Stakeholder management

Ausbildung

University degree in Business Administration/Operations/Industrial Engineering/Customer Experience

Tools

Salesforce

Jobbeschreibung

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

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

Your responsibilities:

• Lead and develop a globally distributed Contact Center organization, ensuring high-quality service delivery across time zones and channels.
• Drive the evolution of the Contact Center, expanding its capabilities and transitioning from primarily dispatching requests towards increasingly direct and value-added services.
• Own operational performance, with accountability for productivity, cost, quality, service levels, customer satisfaction and employee engagement.
• Standardize and simplify processes and ways of working, moving from local solutions towards scalable global processes while balancing local requirements.
• Lead the team through change, building capabilities, ownership and confidence as responsibilities, technologies and ways of working evolve.
• Accelerate digitalization and continuous improvement, leveraging automation, analytics and emerging AI technologies to enhance customer experience and operational efficiency.

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, Service Delivery or Shared Services operations, ideally in a global or multi-country environment.
• Proven experience building, scaling or transforming a service organization, with a strong track record in process improvement and standardization.
• Strong operational and people leadership skills, with experience managing performance and leading globally dispersed teams through change and evolving responsibilities, technologies and ways of working.
• Good understanding of modern customer service technologies, including CRM platforms such as Salesforce, automation, analytics and AI.
• Strong stakeholder management and influencing skills, with the ability to navigate a complex, matrixed organization.
• Fluent English required; additional languages are an advantage.

We value people from different backgrounds.

Location: Cergy Pontoise, Val-d'Oise, France; Remote, Indonesia; Krakow, Lesser Poland, Poland; Vaesteras, Vastmanland County, Sweden; Gilching, Bavaria, Germany; Remote, Malaysia; Bangalore, Karnataka, India; Friedberg, Hesse, Germany; Remote, Mexico

Type: Full time

Salary: EUR 56700 - 69300 per year