Team Lead Customer Contact CenterAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.Write the next chapter of your ABB story.
This position reports to

Customer Contact Center Lead

Your role and responsibilities

In this role, you will have the opportunity to lead the customer support activities covering all ABB businesses, supporting selected European countries with international team of around 20 Support Specialists. Your team will be first touch point for all external inquiries. Each day, by leading the team you will also partner with all ABB businesses to enable achieving the objectives like customer satisfaction, service quality, transparency, and efficiency. You will also showcase your expertise by demonstrating improved customer experience and first contact to cash transition rate and creating more business opportunities for ABB.The work model for the role is: hybrid #LI-HybridThis role, although contributing to the all Business Areas globally and managing a team across mutiple countries, is based in Estonia. You will be mainly accountable for:• Leading, developing and motivating the team to reach highest performance and customer satisfaction • Acting as an escalation point for the businesses and the internal customers under your scope• Representing the Contact Center in local governance of individual countries and providing data-driven insightful updates to the businesses• Continuously improving customer experience, by defining, planning and implementing related actions jointly with local business units and in accordance with functional global strategy

Qualifications for the role

You have strong strategic thinking skills and excel as a change catalyst, with deep expertise in process excellence You demonstrate proven leadership and business acumen You possess strong project management and communication skills You have extensive experience in managing multilingual and multishift teams across both captive and BPO third-party setups You are skilled in engaging with CXO-level executives and leading high-level discussions You have a strong leadership skills and the ability to drive change You are at ease communicating in English other languages like German, French or Finnish will be highly beneficial

More about us

ABB offers: • Exciting challenges in a dynamic and innovative global team• Wide learning and professional development opportunities• A modern work environment in Ülemiste City• A flexible hybrid work model, combining office collaboration with remote work• A wide range of benefits, including health insurance, sports compensation, free parking, and exclusive partner perks For more information, please contact Talent Partner Eleri Kartau, +372 5680 1332We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory