Customer Experience Supervisor (Maternity… at Honeywell · Katowice

Customer Experience Supervisor (Maternity Cover- 2 years) (m/f/d)

Location: Katowice, Slaskie, Poland

We have an opportunity for a Customer Experience Supervisor to join us at Honeywell, in Katowice, where you will you will be responsible with people management of direct employees, maintaining a partnership with leading teams in the European countries relevant to the Centre, aligning Centre teams with behavior, standards and results (by conducting projects in the field of standardization and improvement involving more teams), fulfilling a mentor role for HUB staff.

CX Supervisor manages the team as well as individuals and enables them to develop through the implementation of standardizations processes.

This is a hybrid role, 3 days at the office and 2 days work from home model.

Key responsibilities

• 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
• 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
•  Contributes to and supports the implementation of Global and Regional standardization (eg. Conexiom) and alignment strategies, ensuring Customer experience and efficiency are priorities
• 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
• 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
• 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

Key skills and qualifications

• Bachelor’s degree (or equivalent experience)
• Business fluent in written and spoken English, other European languages represent a plus
• 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

We value

• 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

Our offer

• State-of-the-art office with parking, chill-out areas, bicycle stands, showers and probably the best coffee in town
• Fruits bowls and sports activities to support your health and well-being
• Daily paid break - 30 mins and flexible working hours
• 3 + 2 hybrid work arrangement to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Flexible benefits basket with monthly budget allocated (medical insurance, life insurance, Multisport Card)
• Generali Insurance (Accident Insurance)
• Referrals bonuses for all open jobs and recognition programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms supporting development opportunities
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Frequent Employee Engagement activities supporting inclusive and diverse work environment
• Contribution to social benefits like x-mas benefit, holiday, engagement events from company social fund.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt

#LiHybrid

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.