Robotics Operations Specialist

5 days ago

Copenhagen, Copenhagen, Denmark Nexi Group Full time

Why work at Nexi Group?
Influencing the future of digital payments in an innovative environment is a unique opportunity to make a difference. As a leading provider of digital payment solutions, we are shaping the future of commerce.

About your future role

The main objective as a Robotics operations manager is to ensure the optimal operation of customer service robots and deployed CoPilot agents, monitoring their performance to maintain high quality and efficiency. This role focuses on maximizing the utilization of robots and CoPilot agents across all Nordic countries.

Your key responsibilities in this role will be:

  1. Track operational KPIs for robot performance and coordinate actions to ensure target performance.
  2. Develop and maintain a framework for customer service robots to ensure high-quality performance and continuous development.
  3. Maintain and own a prioritized list of the most needed enhancements and developments for Customer Service Nordics.
  4. Collaborate with robotic development teams within Nexi to prioritize robot enhancements or the development of new robots.
  5. Assist in the development & operation of a community for CoPilot within Customer Service Nordics, focusing on the creation and operation of CoPilot automation.
  6. Establish a structured training program for onboarding new specialists into the robotics framework, including training new specialists and maintaining high community engagement.
  7. Examine processes or areas that could benefit from robotic optimizations.
  8. Ensure information is shared with all relevant stakeholders and maintain relationships with key stakeholders.

What makes you the best person for this job?
This role requires a unique blend of technical skills, business acumen, and leadership abilities. If you have a passion for artificial intelligence and its applications in customer service, we want to hear from you.

Qualifications needed to be successful in this role:

  1. Experience: Proven experience as an operational planner, performance analyst, robotics engineer, or in a related role, particularly within customer service environments.
  2. 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.
  3. Interest in AI Technology: 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.
  4. Collaboration: 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.
  5. Training and Development: Experience in creating and conducting training programs. Ability to onboard new employees and maintain high community engagement within the robotics framework.

Additional skills and experience that would make you stand out:

  1. Project Management: Demonstrated experience in managing projects, prioritizing tasks, and meeting deadlines. Ability to coordinate with various teams to achieve common objectives.
  2. Problem-Solving: Proactive approach to identifying problems and developing innovative solutions to optimize robot performance and customer service operations.

Life at Nexi Group:
Nexi Group is a leader in digital payments, committed to creating a culture where talents from all walks of life can feel like they truly belong.

What to expect from us:

  1. Attractive salary and competitive package.
  2. Constant support from your manager.
  3. Hybrid way of working.
  4. Flexible work hours.
  5. Home equipment allowance.
  6. Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription).
  7. Health and dentist insurance.
  8. Referral bonuses for recommending new team members to join the company.

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