Customer Service Transformation & AI Specialist
Puno radno vreme Ugovor

Ready to redefine how customer support works? We’re looking for a Customer Service Transformation & AI Specialist to bridge the gap between cutting-edge technology and human connection.

If you love tweaking prompts, optimizing AI tools, and turning complex tech into seamless daily workflows, this is your stage to lead the digital evolution.

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
• Following the tools’ usage and tracking their impact on KPIs
• Maintenance and configuration of AI tools: prompt setup, scenarios, and knowledge base, in order to optimize their precision and relevance
• Serving as a link to the IT sector: functioning as a bridge between operations, customer, and IT/product teams, testing new features and making suggestions for technical improvements
• Development of new ideas: actively participating in the creation of new AI solutions and leading 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: organizing workshops and initiatives to share best practices so that the most successful solutions are implemented across teams
• Strategic collaboration: working closely with management, clients, and other key sectors to successfully integrate new tools into business as usual (BAU)
• Conducting hands-on, localized training for agents and team leaders to ensure adoption of new digital processes
• Support and feedback: providing support for day-to-day issues, escalating technical issues to the IT team, and gathering feedback to further improve the tool

What’s in it for you?

• Work contract
• Hybrid model of work
• Working hours: 08:00–16:00
• Weekends off
• Possibility of business travel
• Further developing your knowledge and skills in the CC industry
• Experience working with new tools in the CC industry

What are we looking for?

• At least 5 years of experience in customer support operations: BPO / contact center
• Candidates with experience working in the Advanzia team will have an advantage
• Full professional proficiency in English: C1/C2
• Knowledge of another 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 working with customer support platforms, e.g. CRM, ticketing systems, knowledge bases, and a 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.

Označeno kao: 1. smena