Customer Care / Vendor Governance (Remote)
UTTX1: Corp Remote Office TX Remote Location , Houston, TX, 77064 USA
Date Posted:
2024-06-24Country:
United States of AmericaLocation:
UTTX1: Corp Remote Office TX Remote Location , Houston, TX, 77064 USAPosition Role Type:
RemoteRTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.
To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.
The following position is to join our RTX Corporate, Enterprise Services team:
We’re looking for a proactive and collaborative experienced leader to provide professional direction and leadership to the Enterprise Services Contact Center across the United States for Payroll, AP, and T&E. The leader is responsible for monitoring and managing the internal and external (vendor) team performance, effectiveness, service levels and overall experience.
As an ideal candidate you would use your critical thinking skills and experience to build and cultivate a World Class customer and team experience.
What You Will Do
Oversee the day-to-day operations of the Payroll, Travel & Expense and Payroll Customer service center.
Responsible for the operational efficiency of the third-party customer service Contact Centers that enables the delivery of customer expectations.
Responsible for coaching, leading, and developing service center agents (internally and externally) for them to provide employee and leader guidance related to routine and complex people management activities across all business units.
Manage external Third-Party Vendors to deliver on Key Performance Indicators that drive positive customer experiences and Customer Satisfaction.
Foster, develop and maintain strong internal and external relationships with key Vendors, Stakeholders, Centers of Excellence (COEs), and Employees at all levels of the organization.
Ensure Performance Management, Coaching, Engagement and Development processes are completed timely and focus on advisor development and engagement.
Oversee escalation support and exert influence when required from Tier 2 teams, HR, managers, and employees to drive resolutions.
Identify and implement continuous improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.
Develop and analyze Contact Center reports and prepare leadership presentations reflecting service center data and trends.
Ability to travel up to 10%
Qualifications You Must Have
A university degree or equivalent 8 years prior relevant experience
Management experience in Global HR shared services, Call Center/contact Center/BPO
Vendor relationship management
Working knowledge of Workday
Intermediate user of Microsoft Office suite software applications
U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements
Qualifications We Prefer
Working knowledge of SAP, or other ERP systems (Service Now,8x8 etc.)
Excellent problem-solving skills with a demonstrated ability to identify problems and systematically identify root cause and solutions
Strong attention to detail
Strong analytic skills
Good judgement and decision making skills while working in a deadline driven environment
Continuous improvement mindset
Excellent written and verbal skills with all levels of the organization
Ability to work with highly sensitive and confidential material ethically
What We Offer: Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
No relocation assistance is available.
#reempowerprogram
This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.
Minimum Program Qualifications
To qualify for the RTX Re-Empower Program, candidates should:
- Be on a career break of one or more year at time of application
- Have prior experience in functional area of interest
- Have interest in returning in either a full-time or part-time position
RTX 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.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
ApplyJob Profile
Regions Countries Benefits/PerksAchievement awards Backup care Child/adult backup care Educational Assistance Eligible for the Re-Empower Program Flexible work schedules Healthcare Life Insurance Parental leave Re-Empower Program Relocation assistance Total Rewards package Wellness
SkillsAerospace Analytic Applications Avionics Compliance Continuous Improvement Customer service Cybersecurity Data analysis Decision making ERP ERP systems Financial Management Governance HR IT Key Performance Indicators Leadership Microsoft Microsoft Office Microsoft Office Suite Operations Performance Management Problem-solving Quality Relationship Management SAP Vendor Management
Tasks- Analyze Contact Center reports
- Coach and develop service center agents
- Continuous Improvement
- Cybersecurity
- Financial management
- Maintain relationships with stakeholders
- Manage external vendors
- Manage internal and external team performance
- Oversee operations of Customer Service Center
8 years
EducationBusiness Cybersecurity Operations Quality Science University Degree
Certifications RestrictionsU.S. citizenship U.S. Citizenship is required U.S. citizenship required
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9