Contact Center Support Manager

ABB; Bengaluru; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

ABB is seeking a leader to shape a globally distributed Contact Center, reporting to the Technical Support Manager. The role drives high-quality service across time zones, transforms the function into a scalable, value-added operation, and uses data, automation and AI to boost CX and efficiency.

The position demands senior leadership, strong stakeholder management, and a focus on continuous improvement in a hybrid, globally distributed setup.

Qualifications

• 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.

Responsibilities

• Lead and develop a globally distributed Contact Center organization.
• 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.

Skills

Fluent English

Global team leadership

Stakeholder management

Process improvement

Education

University degree in Business Administration

Operations

Industrial Engineering

Tools

Salesforce

Automation tools

Analytics platforms

Job description

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, well give you what you need to make it happen. It wont always be easy, growing takes grit. But at ABB, youll 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 weve 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, youll be part of a pioneering team shaping the future of roboticsworking alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:Technical Support Manager

In this role you will lead and shape a global Contact Center organization at the heart of our customer journey. Our Contact Center is a global first point of contact for customers and business partners, providing support across technical, sales and other customer-related topics through phone and email. As we continue to build and evolve our Robotics-specific Contact Center, you will transform the function into a scalable, service-oriented organization. You will combine strong operational leadership with a transformation mindsetleveraging data, digital tools and AI to improve efficiency, service quality and customer experience.

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.