Customer Service Transformation & AI Specialist

Join us as Customer Service Transformation & AI Specialist

Your main responsibilities would be:

• Actively introducing new tools in daily work, training and quality control processes.
• You will follow the tools’ usage and track its impact on KPIs.
• Maintenance and configuration of AI tools (prompt set up, scenarios, knowledge base) in order to optimize their precision and relevance.
• You will serve as a link to the IT sector: You will function as a bridge between operations, customer and IT/product teams - testing new features and making suggestions for technical improvements.
• Development of new ideas: You will actively participate in the creation of new AI solutions and lead the testing of pilot projects from preparation to evaluation of results.
• Building a culture of continuous improvement and promoting the benefits of the digital way of working at the local level.
• Knowledge sharing: You will organize workshops and initiatives to share best practices so that the most successful solutions are implemented across teams.
• Strategic collaboration: You will work closely with management, clients and other key sectors to successfully integrate new tools into business as usual (BAU).
• You will conduct hands-on, localized training for agents and team leaders to ensure adoption of new digital processes.
• Support and Feedback: You will provide support for day-to-day issues, escalate technical issues to the IT team and gather feedback to further improve the tool.

What’s in it for you?

• Work contract
• Hybrid model of work
• Working hours are 08-16h
• Weekends are off
• Possibility of business travels
• Further developing your knowledge and skills in CC industry
• Experience in working with new tools in CC industry

What are we looking for?

• At least 5 years of experience in customer support operations (BPO / contact center).
• Candidates with experience in working in Advanzia team will have an advantage.
• Full professional proficiency in English language (C1/C2)
• Knowledge of some other foreign language would be an advantage.
• Proven experience working in cross-functional environments and contributing to change, transformation or continuous improvement initiatives.
• Hands-on experience in working with customer support platforms (eg CRM, ticketing systems, knowledge bases) and highly developed ability to work with digital and AI tools.
• Excellent communication and stakeholder management skills, with the ability to clearly present new tools and ways of working to frontline teams and management.
• Ability to manage multiple projects and priorities in parallel, while adapting to a rapidly changing environment.
• Ability to work as a power-user of technical tools (e.g. setting parameters, creating scorecards, etc.) without the need for software development skills.
• Basic understanding of the operation of AI solutions based on large language models, with developed literacy in data and analytics to evaluate the results of pilot projects.
• Knowledge of customer journey mapping and service design is considered an advantage.
• Enthusiasm and curiosity with a proactive approach.
• Creativity and interest in practical work with tools, creating ideas and turning them into functional pilot projects (proof of concept).

What life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.