Contact Center Manager

United Technologies   •  

NC

Industry: Transportation

  •  

8 - 10 years

Posted 169 days ago

This job is no longer available.

The Contact Center Manager role

We’re looking for a customer focused, pro-active, energetic and collaborative employee who has the ability to manage a newly formed team in a Contact Center environment. This service center will function across UTAS in the United States and will provide support to employees, managers, and HR professionals. The Global People Services Contact Center Manager will oversee a supervisor and a centralized human resource team whose responsibilities include interpretation of, and response to, a wide variety of human resource related inquiries.

The key responsibilities of this role will include:

  • Work as a strategic partner to implement operational strategies to improve near and long term business performance
  • Help to lead, coach and support a team of ~25 employees through challenging performance management situations as well as creating development opportunities
  • Be an employee and customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all client interests
  • Partner with leadership to communicate and implement Customer Service Center programs that support business goals and drive results
  • Be a subject matter expert for all relevant Global People Services and company-wide processes and policies
  • Foster, develop and maintain strong internal and external relationships with key vendors, Executives, HR Partners, and all levels of the organization
  • Interpret simple and complex company and business unit policies and procedures, having the ability to convey them in a simplified manner
  • Monitor and maintain customer satisfaction levels by reviewing survey comments and dashboards ensuring the team acts on areas of opportunity
  • Ensure Performance Connections are completed timely and focus on employee development and engagement
  • Provide advisory escalation support and exert influence
  • Act as the point of escalation for both customer and process queries and complaints and take personal responsibility to ensure that a satisfactory outcome is achieved
  • Work with the relevant HR COE groups and BU HR to expedite effective query resolution
  • Maximize the tools and technology to positively impact the productivity of the team and service for the customer - this includes proactive utilization of case management, and telephony solutions to drive proactive actions regarding service delivery
  • Oversee, review, understand, and continuously improve processes within the organization while promoting quality, compliance management, and process improvements using the UTC “ACE” tools and guidance
  • Work collaboratively with all areas of Global People Services to ensure that the overall targets of the Service center and overall organization are met and exceeded
  • Utilize the case management system to document and escalate inquiries following both defined and undefined process steps to achieve required service level agreements
  • Plan and develop contact center reports, and prepare leadership presentations reflecting contact center data and trends
  • Review call stats for trend analysis to identify opportunities for improvement through technology and communication to address high call volumes
  • Encourage the team to educate employees on HR services available and encourage employee and manager self-service
  • Monitor and evaluate the systems/software such as, Salesforce CRM, Enterprise version 5, Workday, telephony and interactive voice response (IVR), as well as all operational processes to ensure that they are maintained accurately and where required, identify ways of improving performance levels
  • Prioritize projects and activities and appropriately delegate and allocate work among staff members
  • Support business initiatives where required, be involved in global activities to ensure consistency across the Global People Services function
  • Manage the operational relationship with vendors directly supporting and impacting the service delivery options, for example: knowledge base, telephony, DXC, systems support, etc.
  • Use available systems and data to provide meaningful information and analysis to support recommended strategies
  • Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence

Special Projects and any other duties as assigned

Qualification: Required:Experience/Qualifications

  • 5 years of progressive experiencesupporting client groups
  • Able to maintain composure and adapt to challenging and ambiguous situations while driving towards solutions
  • Ability to exert influence when required with customer base
  • Unwavering customer service orientation and demonstrated experience providing sound guidance as a trusted advisor to clients
  • Proven ability to deal with conflict and diffuse difficult situations
  • Prior success in creating set-change improvements to people processes
  • Demonstrated aptitude at identifying, attracting and developing talent
  • Skilled at facilitating change on a broad scale
  • Experience in managing multiple employees across various locations

Preferred: Experience/Qualifications

  • Previous experience in an HR Shared Services center or a similar customer -facing type of environment is preferred
  • 5 years of experience with HR policy or other areas of expertise (i.e. Compensation, Benefits, Talent Management) within HR is helpful
  • Customer Contact center experiencepreferred
  • Experience with ADP Enterprise version 5, and Workday is preferred

Education:

Bachelor’s degree (or equivalent experience) with 7+ years of relevant experience; or
Master’s degree with 5+ years of relevant experience
Professional certification preferred (PHR, SPHR, etc.)

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Job ID 68122BR