Bucharest,

Join a team recognized for leadership, innovation and diversity

The future is what we make it.

When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future.  That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars.
Working at Honeywell isn’t just about developing cool things. That’s why all our employees enjoy access to dynamic career opportunities across different fields and industries.

Are you ready to help us make the future?

Responsibilities:

  • Develop a World Class Customer Experience Quality team focused on the improving the quality of all customer interactions
  • Establish procedures that produce a high quality of customer satisfaction, experience, and loyalty
  • Create the right set of metrics to track and improve performance of the Customer Experience Quality (CXQ) team
  • Performance of the CXQ organization will be measured against the internal metrics established for the team, in addition to the HBT Customer Experience metrics of: eNPS, CSAT, Agent Level CSAT, Case Closure Rate, and First Contact Resolution
  • Interact with cross-functional teams (Sales, Customer Service, Supply Chain, etc) to resolve open points of concerns associated with customer interactions
  • Recognize patterns in quality that create a poor customer experience, followed by applying critical problem-solving methods to improving and sustaining the right agent behaviors
  • Establish a robust and mature Management Operating System that links agent level performance to customer feedback and loyalty
  • Anticipate customer needs based on the ability to analyze and form a hypothesis from customer interactions
  • Build and implement a global coaching and development program associated with the improvement of Call and Case Quality considered to be below target
  • Facilitate frequent sessions with respective members of Technical Support and Customer Service management to review location and agent level performance, along with improvement plans 
  • Partner with Technical Support leaders to identify resources who will provide greater influence and involvement related to “Technical Troubleshooting” and “Product Knowledge” call quality
  • Standardize the employee on-boarding practices and processes of both Technical Support and Customer Service agents
  • Assess the on-boarding experiences of recently welcomed team members, create a potential action plan, socialize the feedback with management, and provide frequent updates
  • Align with Honeywell Corporate tools and resources associated with Call and Case Quality
  • Customer management pertaining to unresolved call interactions or open cases
  • Develop and effectively articulate goals, deliverables, roadmaps, and actions associated with the CXQ organization

Qualifications:

  • Bachelor’s Degree in Business Administration or related field
  • 5+ years’ experience working in a Contact Center
  • 3+ years’ in a leadership role managing people
  • Salesforce.com Knowledge
  • Strong Communication skills
  • Strong Project Management skills
  • Managed Global and cross-functional projects
  • Intermediate and or advanced level knowledge of Excel, PowerPoint, and Visio
  • Worked with Virtual and Global Teams

We offer:

  • A culture that fosters inclusion, diversity and innovation
  • Market specific training and ongoing personal development
  • Career growth opportunities
  • Experienced leaders to support your professional development
  • International work environment

If this is your dream role, then we'd love to hear from you.

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.

Additional Information

  • JOB ID: HRD138843
  • Category: Customer Experience
  • Location: 3 George Constantinescu,,Upground building, 5th floor (entrance A) District 2,Bucharest,BUCURESTI,020339,Romania
Global (ALL)

Bucharest,

Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.