Customer Experience Supervisor with German
Honeywell
Zelazna, Katowice, SLASKIE, Poland
6 d. temu

Responsibilities

Team Organisation & Management

  • Leads a team of customer service representatives to ensure all customer needs and expectations are met
  • Plans for having the right resources for business continuity
  • Monitors and intervenes for timely assignment of tasks in order to ensure processing based on agreed SLA
  • Fulfillment of the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level / SLA Building and maintaining partnership with stakeholders
  • Builds and maintains partnership with the business stakeholders on operations and priorities : acts as the contact point for the stakeholders
  • Organize and present in MOR meetings own teams KPIs. Assumes ownership and drive implementation of actions resulted from the meetings for the teams Alignment and standardization
  • Contributes to and supports the implementation of Global and Regional standardization (eg. Conexiom) and alignment strategies, ensuring Customer experience and efficiency are prioritiesMOS (Management Operating System) and Continuous improvement
  • Actively contributes to establishing the MOS and its implementation in the team. Monitors results, identifies issues and creates / executes plans to address issues
  • Applies HOS methodology, quality standards and process compliance in day-to-day activities
  • Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
  • Responsible for kaizen process for the team
  • Contributes in an active way to the continuous improvement of CX department or company’s performance; identifies constantly the opportunities of improvement for own activity and department’s activities (Kaizen ideas in accordance with the objectives of the company) and through coaching techniques
  • Participation to internal audit, third party, corporate, second party (clients, certification)
  • Performs Gemba walks / 5S audits / SOS audits / LSW audits, identifies nonconformities Team and Individual Performance Management
  • Helps create and review periodically the job descriptions for direct reports
  • Participates in the recruitment and selection process for hiring staff
  • Develops people under direct supervision as well as the other team members throughs stretch assignments, trainings, workshops and coaching
  • Works together with HR and Snr SV to actively support and execute initiatives for retention, motivation and engagement
  • Sets targets for each direct report and ensures the target completion
  • Ensures accurate data maintenance in HR Direct (open requisitions, terminations, transfers)
  • Approves Bravo awards, as well as disciplinary actions or termination initiation
  • Identifies training needs, as well as the induction program for new hires
  • Sets development plans (technical & behavioral) for his own reports, ensures succession planning
  • Conducts annual performance assessment of direct reports, based on individual targets in HPD and Honeywell behaviors
  • Conducts regular 1 : 1 with direct reports
  • Follows the implementation and compliance with internal regulations and rules of health and safety
  • Organizes department resources, based on organization's needs and legal provisions regarding vacation planning, overtime, unpaid leave etc
  • Drives preventive actions to reduce attrition impact in department Communication and reporting
  • Utilises LSW daily and revises its content on a quarterly basis
  • Participates in all the meetings which are necessary for this position (daily Tier meetings level 1,2 and / or weekly / monthly meetings, etc.)
  • Centralizes monthly data regarding their team’s planning and achievements
  • Measures and reports daily their team’s performance Health, security, environment, emergency situations
  • Monitors and makes sure the HSE rules and internal regulations are followed by direct reports
  • Responsible for the implementation of HSE legal and corporate requirements, on managed processes .
  • Participates in identifying and assessing risks and environmental aspects
  • Establishes technical sanitary and organizational HSE measures , for direct reports
  • Ensures work instructions are created (including HSE instructions), for the jobs they managr, taking into account existing HSE risks
  • Ensure that reports have the necessary authorizations and trainings and they are medically fit for the job
  • Manages the implementation of the evacuation plan for its area of responsibility
  • Immediately informs the manager about any work situation which has reason to consider it a threat to the safety and health of workers, as well as any deficiency of protection systems
  • Follows the legislation in the field of health and safety at work Key performance indicators
  • Performs daily activities related to the areas of responsibility, according to the performance level established and regularly monitored by internal management tools ( eg Tier / Weekly / Monthly )
  • Monthly team utilization within established range (min. 83%)
  • Performance indicators, based on HPD goals - Reaches the performance goals set up by manager through HPD system; Reaches CX organization goals established at the beginning of each year or on request following organizational changes
  • Manages workforce and makes sure staff is allocated according to workload forecast and plan in department
  • Ensures cross-training is enrolled as per developed plan in department
  • Acts in accordance with Honeywell behaviours - be a Zelot for growth, Be Committed, Think Big Then make it Happen, Act with Urgency, Inspire Greatness Working relationships - Internally, in Honeywell and externally, with customers, suppliers, authorities etc. Internal
  • Director Customer Experience, Senior Customer Experience Supervisor, Customer Experience Supervisor, Senior Customer Experience Specialist, Lead Customer Experience Specialist, Customer Experience Professional
  • Admin local team leaders and team members from Europe, Americas, APAC and META
  • FSL, FSS, techniciens, project managers, sales representatives and sales leaders
  • Procurement and Supply team
  • Finance team
  • Working capital team
  • Analytics and reporting teams External only at request of direct manager
  • with Customers and suppliers of Honeywell Requirements :
  • Bachelor’s degree (or equivalent experience)
  • Business fluent in written and spoken German and English
  • 5+ years Customer Support and / or equivalent in supply chain / order management / OtC related experience
  • Previous experience in a Supervisor’s position is a plus
  • Strong knowledge / experience with CRM / ERP system business processes (SAP is required)
  • High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)
  • Six Sigma Certificate is a plus Skills :
  • Process documentation skills
  • Six sigma knowledge is a plus
  • Operational knowledge of SharePoint based tools,
  • High level of people management skills
  • Excellent written and spoken communication skills (f2f, phone, E-mail)
  • Ability to build relationships and networks in a virtual team environment
  • Strong team player with the ability to take ownership and follow-through
  • Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
  • Demonstrated solution-oriented, pro-active can do attitude, willingness, and ability to work under own initiative and time pressure, effective decision maker
  • Self-motivated with assertive communication skills, positive and result oriented attitude taking ownership of tasks assigned
  • Project mgmt. experience / knowledge represent a plus
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