Global Contact Center Leader – AI-Driven Transformation

ABB; Kraków; Hybride; PLN 280 000 - 560 000; Plein temps

Résumé du poste

ABB is seeking an experienced Change Manager to lead a global Customer Contact Center within its Robotics division. You will transform the function into a key customer experience lever, combining strong operational leadership with a transformation mindset, leveraging data, digital tools and AI.

The role requires building a distributed team, aligning across time zones, and delivering high-quality service while accelerating automation and process improvements.

Qualifications

• 7+ years in contact center ops, incl. 3+ years leading a team in global/multi-country setup.
• Proven track record in building, scaling or transforming a contact center.
• Strong leadership, with experience managing performance across dispersed teams.
• Knowledge of CRM platforms, analytics and AI.
• Fluent English; additional languages are a plus.

Responsabilités

• Lead a globally distributed Customer Contact Center (12-15 employees across regions) and ensure high-quality service across time zones and channels.
• Drive evolution of the center from transactional to value-driven engagement through improved processes and capabilities.
• Own operational performance including productivity, cost, quality, service levels and employee engagement.
• Standardize and simplify processes, moving to scalable global practices while respecting local needs.
• Lead the team through change, building capabilities and confidence as tech and ways of working evolve.
• Accelerate digitalization with automation, analytics and AI to enhance customer experience and efficiency.

Connaissances

Contact center leadership

Global operations

Process improvement

Stakeholder management

English fluency

Formation

Bachelor's degree in Business Administration

Outils

Salesforce

Automation tools

AI technologies

Description du poste

ABB is seeking an experienced Change Manager to lead a global Customer Contact Center within its Robotics division. You will transform the function into a key customer experience lever, combining strong operational leadership with a transformation mindset, leveraging data, digital tools and AI.

The role requires building a distributed team, aligning across time zones, and delivering high-quality service while accelerating automation and process improvements.