Robotics Performance Manager

7 days ago

Copenhagen, Copenhagen, Denmark Nexi Group Full time

About This Role

We are seeking a highly skilled Robotics Operations Manager to join our team at Nexi Group. As a key member of our operations department, you will be responsible for ensuring the optimal performance of customer service robots and CoPilot agents across all Nordic countries.

Key Responsibilities:

  1. Performance Monitoring: Monitor the performance of customer service robots and CoPilot agents, identifying areas for improvement and implementing actions to ensure target performance.
  2. Framework Development: Develop and maintain a robust framework for customer service robots to ensure high-quality performance and continuous development.
  3. Prioritization: Prioritize a list of enhancements and developments for Customer Service Nordics, collaborating with robotic development teams to achieve common objectives.
  4. Community Engagement: Assist in the development and operation of a community for CoPilot within Customer Service Nordics, focusing on the creation and operation of CoPilot automation.
  5. Training Program: Establish a structured training program for onboarding new specialists into the robotics framework, including training new specialists and maintaining high community engagement.
  6. Process Improvement: Examine processes or areas that could benefit from robotic optimizations, ensuring information is shared with relevant stakeholders and maintaining relationships with key stakeholders.

Requirements:

  • Experience: Proven experience as an operational planner, performance analyst, robotics engineer, or in a related role, particularly within customer service environments.
  • Analytical Skills: Excellent analytical abilities to track and interpret operational KPIs, identify trends, and recommend improvements. Familiarity with data analysis tools and software is beneficial.
  • AI Enthusiasm: A genuine passion for artificial intelligence and its applications in robotics and customer service. Keen awareness of the latest advancements in AI to leverage cutting-edge technologies for optimizing operations and enhancing customer experiences.
  • Collaborative Skills: Strong collaborative skills to work with development teams, customer service teams, and other relevant stakeholders. Ability to build and maintain relationships across different functions and countries.
  • Training Expertise: Experience in creating and conducting training programs. Ability to onboard new employees and maintain high community engagement within the robotics framework.

Benefits:

  • Competitive Compensation: Attractive salary and an overall competitive package.
  • Manager Support: Constant support from your manager.
  • Flexible Work Arrangements: Hybrid way of working.
  • Autonomy: Flexible work hours.
  • Equipment Provision: Home equipment allowance.
  • Required Tools: Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription).
  • Healthcare Benefits: Health and Dentist insurance.
  • Referral Rewards: Referral bonuses for recommending new team members to join the company.

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