customer support SupervisorHoneywell

Job Description
Driving Infinite Possibilities Within A Diversified, Global Organization
THE FUTURE IS WHAT WE MAKE IT.
Start your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.
Make the Best You.
Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.
Join Us and Make an Impact.
We are currently seeking ato join ourteam in ouroffice.In this role, you will lead the Sine Customer Support team in the Philippines and drive a positive team culture. As part of this responsibility, you will act as a first point of contact for local team queries, manage team scheduling and the coordination of onboarding, events and training activities. You will be responsible for providing leadership and guidance to your direct reports and undertake effective performance and development programs via HPD. In addition, will be responsible for resolving escalated customer support queries (Level 2) and supporting the day-to-day operation of the Sine satellite office in Baguio.
Key Responsibilities:
.Manage a team of Customer Support Specialists
.Lead scheduling across all Customer Support shifts including schedule creation, adjustments and leave cover
.Act as the first point of contact for all scheduling related enquiries including cover due to unexpected circumstances (i.e. sick leave)
.Foster a positive team culture, in line with Honeywell Sine values
.Coordinate team events and training activities
.Coordinate the onboarding of new employees, ensuring they are well set-up for success
.Provide training and mentorship to your team
.Manage the HPD process for your team
.Support the day-to-day operation of the Sine office in Baguio (RP11)
.Support new hire onboarding logistics for all Baguio hires
.Monitor the progress of cases and issues, assist with resolution and follow up where appropriate to ensure customer satisfaction
.Monitor the performance of the support function, ensuring response times, resolution and quality meets the defined KPI's
.Stay up to date with Sines new features and products and test independently to ensure understanding
.Support cross-team initiatives and find new ways to better collaborate with the wider business
.Address L2 and related customer escalations
Key Experience & Capabilities:
.Minimum 4 years experience in a Sr Customer Support role
.Proven experience in a team lead capacity
.An aptitude for training and mentoring others
.Outstanding customer service ethic
.Excellent oral, written and interpersonal communication skills
.A high attention to detail and the ability to juggle multiple tasks at once
.A champion for team culture
.A development focus and ability to provide both positive and constructive feedback
.A core understanding of web and mobile technology
.The ability to provide a high level of customer experience at all times
.Highly organised and polite with customers online, telephone or in person
.Enthusiastic and able to learn new things quickly and adapt to that learning
About Us
The world is changing. And it's a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We're building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.
Discover More
We've been innovating for more than 100 years and now we're creating what's next. There's a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/
If you believe what happens tomorrow is determined by what we do today, you'll love working at Honeywell.
The future is what we make it. So join us and let's do this together.
Honeywell is an equal opportunity employer, and we support a diverse workforce. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. Aboriginal and Torres Strait Islander peoples are encouraged to apply.
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