Global Customer Contact Center Manager - AI/Automation

ABB; Kraków; Hybrid; PLN 180.000 - 300.000; Vollzeit

Zusammenfassung

ABB's Robotics business is seeking an experienced change manager to lead a globally distributed Customer Contact Center. You will shape the center as a primary touchpoint for customers and partners, combining exceptional operations leadership with a transformation mindset to improve service quality, efficiency and engagement across time zones and channels.

In this hybrid role, you will guide process standardization, drive digitalization with automation and AI, and develop capabilities within a

Qualifikationen

• University degree in Business Administration, Operations, Industrial Engineering, Customer Experience or related field.
• 7+ years in contact center operations, including 3+ years leading a team.
• Proven experience building, scaling or transforming a contact center.
• Strong leadership with global, multi-country experience.
• Good understanding of CRM technologies, analytics and AI.
• Fluent English; additional languages are a plus.

Aufgaben

• Lead and develop a globally distributed Customer Contact Center organization (12-15 employees across multiple regions), ensuring high-quality service delivery across time zones and channels.
• Drive the evolution of the Contact Center from transactional operations to higher-value engagement through improved processes and capabilities.
• 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 toward 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 efficiency.

Kenntnisse

Change management

Team leadership

Process improvement

Stakeholder management

Data analytics

Fluent English

AI awareness

Ausbildung

Bachelor's degree in Business Administration / Operations / Industrial Engineering / Customer Experience

Tools

Salesforce

Jobbeschreibung

ABB's Robotics business is seeking an experienced change manager to lead a globally distributed Customer Contact Center. You will shape the center as a primary touchpoint for customers and partners, combining exceptional operations leadership with a transformation mindset to improve service quality, efficiency and engagement across time zones and channels.

In this hybrid role, you will guide process standardization, drive digitalization with automation and AI, and develop capabilities within a