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Customer Service Automation Specialist
2 weeks ago
Role Overview
Nexi Group is seeking a skilled Robotics Operations Manager to join our operations department. As a key member of the team, you will be responsible for ensuring the optimal performance of customer service robots and CoPilot agents across all Nordic countries.
Responsibilities:
- Optimization Strategy: Develop and implement an optimization strategy to ensure the optimal performance of customer service robots and CoPilot agents.
- Framework Development: Develop and maintain a robust framework for customer service robots to ensure high-quality performance and continuous development.
- Prioritization: Prioritize a list of enhancements and developments for Customer Service Nordics, collaborating with robotic development teams to achieve common objectives.
- Community Building: Assist in the development and operation of a community for CoPilot within Customer Service Nordics, focusing on the creation and operation of CoPilot automation.
- Training Program: Establish a structured training program for onboarding new specialists into the robotics framework, including training new specialists and maintaining high community engagement.
- 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:
- Background: Proven experience as an operational planner, performance analyst, robotics engineer, or in a related role, particularly within customer service environments.
- Analytical Abilities: Excellent analytical abilities to track and interpret operational KPIs, identify trends, and recommend improvements. Familiarity with data analysis tools and software is beneficial.
- AI Knowledge: 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.
What We Offer:
- Competitive Salary: Attractive salary and an overall competitive package.
- Managerial Support: Constant support from your manager.
- Flexibility: Hybrid way of working.
- Work-Life Balance: Flexible work hours.
- Equipment Provision: Home equipment allowance.
- Required Tools: Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription).
- Health Insurance: Health and Dentist insurance.
- Referral Incentives: Referral bonuses for recommending new team members to join the company.
