Customer Service Optimization Lead

2 days ago


Copenhagen, Copenhagen, Denmark Nexi Group Full time

About the Position:

The Customer Service Optimization Lead will be responsible for leading the optimization of customer service operations, leveraging technology and data-driven insights to drive business growth. This role will focus on maximizing the utilization of robots and CoPilot agents across all Nordic countries.

Key Responsibilities:

  1. Lead cross-functional teams to develop and implement optimization strategies for customer service operations.
  2. Develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics.
  3. Design and develop training programs to upskill staff in data analysis and visualization tools.

Requirements:

  1. Experience in leading cross-functional teams and developing optimization strategies.
  2. Excellent analytical abilities, with the ability to interpret complex data sets and identify trends.
  3. Strong communication skills, with the ability to present insights and recommendations to senior stakeholders.


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