Love Mondays

Empleo de HRCC Operations Manager
Honeywell en San Luis Potosí - SL

Descripción del puesto de trabajo

* Manage a team of 25+ contact center employees; implement strategies for talent management & succession
* Implement a robust governance structure that ensures high Customer Satisfaction
* Have end to end responsibility to manage resource capacity to ensure team delivers positive results to the human resources function, employees and managers.
* Implement operating system based on Lean and Six Sigma quality principles that measures critical performance metrics
* Drive a continuous improvement culture, challenge conventional thinking, & identify new services to enhance the customer experience
* Maintain adherence to compliance, security policy and other business controls guidelines
* Manage capacity – develop Demand Forecast (Annual Calendar of Events/Peaks/Troughs); global capacity metric and implement strategies to optimize e.g. Follow the Sun; DRP
* Deliver fully integrated solution – close collaboration with all stakeholders (HRGs/COEs) and HRS support teams (such as Payroll, Project Management, Data and Analytics, HRT, and manage outsourced HR service providers)
* Deliver Robust Knowledge Management Capability
* Design, develop & implement the knowledge mgt strategy, structure and delivery model
* Design, develop, implement & oversee (own) a governance model to ensure the “one contact” model aspiration is realized, sustained to enable transition of employee support from HRGs/CoEs to HRS
* Continue to build & evolve the capability of the knowledge management function
* Design, develop, implement & oversee (own) the practices and processes for Case Deflection (drive to self-service) in order to achieve a CES of >9.0
* Continuously Develop & Improve Service Offering Based on VOC
* Regularly meet with global customers & partners to gather VOC and enhancement ideas. Validate that the desired impact of the Contact Centre is “felt” by the customer
* Distill feedback into key messages and themes that are actionable and include as strategic drivers for the development of the service

Education level and/or relevant experience:
* Undergraduate degree or equivalent experience required
* 10+ yrs of work experience required
* Must be highly proficient with operations management – expert status
* 2-3yrs leadership experience preferred
Knowledge and skills:
* Analytical problem-solver with excellent business communication skills (oral, written & presentation).
* Action oriented, quick learner who has experience in driving change
* Ability to conceptualize / communicate business strategies and translate into clear objectives and tactics
* Ability to coordinate action from groups outside of direct reporting lines to resolve issues
* Ability to create systems and processes that make it easy for customers to do business with organization
* Evaluates the strengths and skill gaps within own area to develop a strong bench of talent in organization
* Risk Mgt – Understand when the need for decision making is more important than the collection of additional data or when the need to collect additional data is more important than making a decision
* Experience in operating at all levels of the business with proven negotiation skills
* Proven ability to influence others to meet challenging goals and promote ideas upwards
* Able to create a management operating system that drives progress and accountability

Other requirements:
* Global working hours – global nature of the role requires ongoing flexibility with working hours
* Personal resilience as working under strict and tight time pressure
* Self-motivated and able to work with very little direction, consistently take the initiative to get things done, do things before being asked by others or forced to by events

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Evaluaciones de Honeywell

Satisfacción general de los empleados

  • Remuneración y prestaciones
  • Oportunidad de carrera
  • Cultura de la empresa
  • Calidad de vida

Recomiendan la empresa a un amigo

  • Hace 8 días

    Agradable pero con mejoras

    Ingeniero IndustrialEx-empleado, salió en 2017

    Chihuahua, CHH

    Pros: Ambiente de trabajo atractivo ya que los compañeros son amigables y tengo la capacidad de recibir apoyo en caso de alguna duda por parte de los gerentes o compañeros

    Contras: Jornadas laborales más extensas de lo pensado. Es normal tener que trabajar más de lo esperado pero en varias ocasiones era mucho más trabajo de lo pensado.

    Recomendá la empresa: Si

  • Hace 13 días

    Un muy buen lugar para comenzar

    Ingeniero Automatizacíon

    Pros: Buen ambiente de trabajo, el trabajo de reparte con base en tu experiencia e intereses profesionales. El lugar de trabajo esta muy bien cuidado.

    Contras: Hace falta una mejor organización para dar trabajo a las personas que no contamos con mucha experiencia muchas veces te encuentras haciendo cosas que no te interesan demasiado. Los equipos de cómputo para realizar tus labores podrian mejorarse un poco para agilizar el trabajo.

    Recomendá la empresa: Si