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

Descripción del puesto de trabajo

HRCC Operations Manager

Description
* 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

Qualifications
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

3.94
  • Remuneración y prestaciones
    3.87
  • Oportunidad de carrera
    3.67
  • Cultura de la empresa
    4.03
  • Calidad de vida
    3.73

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