Customer Experience Training Supervisor
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Design solutions to drive safe living and quality of lifeAct as a key member of the Learning Technology and Infrastructure team as part of a world-class training organization in Honeywell Building Technologies in Katowice. In this role you act as the supervisor for HBT’s Global Training Support team working with the Training Support Team, Customers, Training teams, and commercial business representatives to ensure the successful execution of HBT’s My Honeywell Buildings University vision. The successful individual in this role will be a self-starter, have a passion for customer service, excel at handling multiple tasks simultaneously, meet deadlines, and be skilled in process alignment. Leadership, professionalism, problem solving, and forward thinking are all critical skills in this role. Key responsibilities:Operational Leadership (40%)Lead the day-to-day operations of the Training Support, including:Acting as coach, mentor, and leader for global training support Partnering will Training Delivery team to ensure course schedules are up to date and accurateStaffing scheduling to make sure global support is in place to ensure continuous coverage for customer contactEstablish SLAs and other Key Performance Indicators, and if unmet, implement corrective actions to resolveContinuous Improvement, Transformation, and Alignment (30%)Lead and implement continuous improvement activities, including:Alignment of Training Support processes globallyContinuous improvement of existing processes to streamline workDefinition of new processes as needed based on new training programs and contentCreating opportunities for standardization and automationStakeholder Management (30%)Partner with internal stakeholder and customers to ensure understanding of key global and brand initiatives by:Acting as a point of escalation for customers and internal stakeholders for customer contact issues and resolutionSeeking to resolve issues through win / win resolutionsWorking with internal partner groups (Customer Service and Technical Support) to establish better ways of working and refine processesIdentification of customer issues and proactively working with leadership to resolveExperience and Educational Requirements3+ years in Customer Service-related activities2+ years of experience as a supervisor Background in Customer Service, Technical Support, Customer ContactDemonstrated experience in using systems thinking to manage workCustomer contact center technologies (e. g. Sales Force, IVR)Working knowledge of Microsoft Office programsExcellent skills in ERP systems (preferably SAP)Ability to communicate effectively verbally and in writingEffective organization and time management skillsWe ValueHigh accountability and ownershipAdditional European language will be beneficialPrevious leadership experience in a customer contact centerPrior experience with process alignmentIntrinsic drive to be successful and go the extra mileProven ability to adapt and learn new ways of workingAbout HoneywellHoneywell is a $40 billion diversified Fortune 100 leader with more than 131, 000 employees in 100 countries around the world. Our core businesses – Aerospace, Building Technologies, Safety and Productivity Solutions and Performance Materials and Technologies – are leaders in their respective industries, driving solutions that make people’s lives better every day. Chances are that there are Honeywell products all around you right now. If this is your dream role, then we'd love to hear from you. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #KATOWICE2021
Katowice, Silesian Voivodeship, Polska
|Praca na stanowisku:||Customer Experience Training Supervisor|
|Dodano:||13. 9. 2021
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