Overview

Job Location:
No.14/1 & 15/1, Maruthi Industrial Estate, Phase 2, Hoody Village, Whitefield Road, KR Puram Hobli,Bengaluru, Karnataka, India

Date Posted:

2021-09-28-07:00

Country:

India

Location:

No.14/1 & 15/1, Maruthi Industrial Estate, Phase 2, Hoody Village, Whitefield Road, KR Puram Hobli,Bengaluru, Karnataka, India

  • Provides prompt solutions, highly responsive and superior customer service to all inquiries raised by Business HR, employees and Managers via Case Management tool, email and/or phone

  • Triage cases received by Case Management system (Service Now) email and direct it to the proper assignment group

  • Guide employees and managers to available resources, e.g. tool kits, videos or training materials to facilitate direct access adoption

  • Provide high touch customer service, ensuring communication is frequent and accurate

  • Proactively identify and report any case trends to facilitate quick response to issues

  • Provide feedback on customer issues and the knowledgebase so that management can address and improve the items

  • Ensure proper documentation of inquiries including root cause and resolution

  • Ensure strict confidentiality of all work and information, based on company policies and procedures.

  • Meet established performance criteria and required service levels.

  • Participate in scheduled and ad hoc training in order to improve policy and process acumen

  • Complete special projects as assigned

  • Perform additional duties as requested
  • Supervise, plan, and manage moderate size team of Production Support Analyst Tier 1 functions supporting to HR Partners, employees and Managers across all Business Units. You will oversee and direct the day-to-day activities to the team in a multi-channel Service Center environment.

  • Collaborates with Team members to meet all Key Performance Measures (KPMs) set by senior management/ pertaining to process, process changes.

  • Maximizes team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans  which are aligned with Global Production Support initiatives and goals/SLAs

  • Participate in brainstorming sessions to improve Knowledge Management/Communication Tool, communications process, customer satisfaction, agent processes and agent effectiveness

  • Identify and aggregate any knowledge and performance gaps within the team to be included in training initiatives & knowledge base resources.

  • Collects and consolidates escalated team issues that remain unaddressed (e.g., technology, target cases, pending requests and escalation) for escalation to the Regional Production Support Leads as appropriate

  • Reviews and analyzes all multi-channel reports to determine appropriate staffing levels while maintaining a laser focus on service level metrics and KPIs that measure the success of Global Production Support Technology team.

  • Ensure optimal level of customer services and collaborate with brokers, stakeholders for all requests.

  • De-escalate and resolve supervisory level escalations and provide guidance and feedback to team members as needed.

  • Investigates and provides feedback on issues assigned by leadership.

 Requirements:

  • Bachelor’s degree education or equivalent work experience.
  • Proven experience as a call center supervisor or similar leadership position.
  • Knowledge of call center technology and telephony platforms
  • Excellent organizational and leadership skills
  • Good experience in customer service is essential
  • Exceptional verbal and written communication skills
  • Demonstrated independent problem-solver.
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
  • Must be extremely organized and detail oriented with the ability to shift priorities as needed.
  • Proven skill at handling stressful issues and interfacing with all levels of the business in a courteous and professional manner.
  • Ability to work in a fast-paced environment with targeted deadlines.
  • Able to maintain confidentiality of department and associate information according to established practice.

Education / Certifications

  • Bachelor’s Degree required
  • Advanced degree preferred

    Basic Qualifications

  • You’ve obtained a Bachelor’s Degree
  • Fair knowledge and good understanding of Workday HRIS system

    Collins Aerospace Diversity & Inclusion Statement:

    Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

    WE ARE REDEFINING AEROSPACE.

    Some of our competitive benefits package includes:

    Benefits package includes:

    –           Transportation facility.

    –           Meal coupons

    –           Group Term Life Insurance.

    –           Group Health Insurance.

    –           Group Personal Accident Insurance.

    –           Entitled for 22 days of vacation and 7 days of contingency leave annually.

    –           Employee scholar programme.

    –           Work life balance.

    –           Car lease programme.

    –           National Pension Scheme

    –           LTA

    –           Fuel & Maintenance /Driver wages

    –           Meal vouchers

    Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all India positions require a background check, which may include a drug screen.

    Note:

  • Background check and drug screen required (every external new hire in the India)
  • Drug Screen only performed for Operations Positions
  • At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other — propel us all higher, again and again.

                                                                                                                      

    Apply now and be part of the team that’s redefining aerospace, every day.

Raytheon Technologies 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.

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