Regional Manager Ame Customer Contact Center

Vor 6 Tagen


Zurich, Schweiz ABB Vollzeit

**Regional Manager AME Customer Contact Center**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
As a Contact Center Regional Manager, the position holder will lead the activities within the region supporting 10-20 countries and team around up to 30 Support Specialists located in the region. In the role, the vision is to establish and run an organization which is seen as a trusted partner to optimize global processes for customer journey through multi-channels and with target to make ABB easier and enjoyable to do business with by reducing customer effort and increasing customer experience with ABB. Contact Center partners with all ABB businesses/divisions as well supports functions to enable achieving objectives like cost efficiency, service quality and customer satisfaction.

**This position reports to**:
Global Head of Contact Center

**Your responsibilities**:

- Lead Contact Centers service delivery within own Region (or dedicated Center of Expertise (CoE), serving in specific core language(s)) by achieving targets like productivity, cost, customer satisfaction, SLAs, KPIs.
- Drive performance management and process excellence, - harmonization, and continuous improvement culture within the region and adopt digitization (e.g. RPA, BI, Chatbot) to enable agile and cost-effective operations
- Build up and lead a network of unit representatives within the Region to continuously improve customer experience, by defining, planning and implementing related actions jointly with local business units and in accordance with CX philosophy.
- Ensure that Contact Centers within the Region are properly organized, staffed, and directed while building an effective, capable, and high performing organization following business needs and CC strategy.
- Provide 1st line of leadership guidance and support in region by coaching, guiding, motivating, developing, and empowering the team for continuously improving service delivery.
- Create a culture of recognition, delivery orientation, change management and ownership within own Region.
- Be accountable and responsible for maintaining budgets and forecasts as well optimizing the cost at region level

**Your background**:

- Competencies: Strategic thinking, Change catalyst, Expertise in Process Excellence, Proven leadership and business acumen, Proficiency in English language
- Strong Project Management and Communication skills
- Extensive experience with strong exposure in managing global teams in both captive and BPO 3rd party set up
- Experience in managing CXO level discussion within the country
- Strong leadership skills
- Ability to drive change

**More about us**:



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