PerkinElmer
Customer Operations Specialist Leader Poland
Poland
Location
Kraków, PL Job ID
REQ-056132
Responsibilities To provide day-to-day leadership over OneSource Enterprise Support Center, monitoring performance, workload and customer satisfaction, while driving automation and streamlining, to achieve Lean Operation.
The OneSource Customer Operations Leader is responsible for leading and continuously developing a team capable to establish strong customer/channel relationships and providing pre- and post- sales contact to customers directed toward growing PerkinElmer’s market share, revenue and profitability consistent with strategic business goals.
You will be responsible for supervising, managing and motivating team members on a daily basis. As a OneSource Customer Operations Leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals through KPI build and monitoring.
Hybrid working model, Krakow, Quattro Business Park (3days office)
Job responsibilities:
Oversee daily work activities and maintain proficiency in all processes and procedures for the support center and field Agent staff.
Drive continued improvement initiatives across the team.
Ensure implementation of Best practice across Globe implemented within department.
Ensure Implementation of automation / standardization projects are implemented within department.
Building mechanisms to control and report on Operational Performances.
Ensure Internal and External KPI’s are met and followed.
Root Cause analysis into non consistent outcomes & Implementation of result.
Review and approve site specific procedures, assuring alignment with global processes.
Ensure compliance of team within Site specific and Global processes.
Identify and resource correctly peaks in workload across the team. Requirement to be flexible and re adjust resourcing across team.
Attend and participate in team leader meetings, providing knowledge and suggestions to develop solutions for pain points and manual processes, streamline workflow utilizing PE tools and software, to optimize time and talent and staff utilization.
Partner to Delivery teams to ensure streamlined and consistent customer outcomes and feedback.
Provide on-time monthly business review reports and other documentation as required or requested.
Ensure Quality requirements are met to customer specific requirements.
Interview, hire and train new employees, monitoring process and confirming proficiency before probationary periods expire & Initiate onboarding processes to be defined.
Act as a mentor to foster employee growth and development.
Maintain employee training matrix and assure staff is proficient in all areas of their work responsibilities.
Schedule and complete regular staff meetings to share information, identify pain points and opportunities for process improvement.
Provide ad hoc support based on workload volume and staffing.
Role requirements:
Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines.
Experience in a Life Science and Environmental Health area would be an asset.
3 years of experience in a team-based customer service environment and demonstrated leadership skills.
Must have experience of Leading Departments and Developing the people within.
Understanding of excellent Customer Service.
Demonstrated high level work ethic and organizational skills is a “must have”.
Strong attention to detail; demonstrated accurate information transcription.
Excellent Excel skills.
Experience in SAP/ECC/ServiceMax Essential.
Project management experience desirable.
Experience in Lean or Six Sigma desirable.
Ability to communicate both internally & externally; orally and in writing.
Excellent verbal & written communications skills, fluent business in English languages are required, local language required.
Competencies:
Management/Project Management -
Sets goals and engages the team around them.
Talent Development
– Develops and implements processes and practices to proactively attract, select, and retain top, diverse talent.
Customer Focus -
Understands and acts on the needs of the internal and external customer.
Learning Mindset -
Has an attitude that predisposes you to be open to new experiences, to believe you can and will learn, and to intentionally grow and develop from your experience. Approaches experience favorably disposed to learn, grow, and develop. Intentionally learns in all aspects of your work life.
Business Acumen (Enterprise Mindset) -
Has a strong understanding and awareness of customer needs, industry knowledge, financial performance, data and internal business processes and operations. Displays organizational insight across PKI; understands and leverages the internal matrix to achieve optimal outcomes.
Professional Presence
- Conveys self-confidence, communicates clearly and effectively. Influences and inspires others through being authentic, self aware, curious, confident, and persuasive while building trust and goodwill.
What we offer:
Private healthcare including dental care – MEDICOVER.
Life and long-term disability insurance.
MyBenefit Cafeteria system.
Multisport Card.
Social Fund Subsidies.
Home Office allowance.
Tuition reimbursement.
Referral awards.
Internal career development opportunities in multiple business areas.
Day off to celebrate your birthday, and up to 3 additional days of vacation by length of service in the company.
Join our Team! We are strongly committed to the development of your career and giving you opportunities to learn and grow.
We make a difference for you while you make a difference in the world!
Equal Opportunity PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
PerkinElmer is a proud equal opportunity workplace and is an affirmative action employer. PerkinElmer is committed to equal employment opportunity without regard to unlawful considerations of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, gender expression, status as a protected veteran, genetic information, or any other personal attribute or characteristics protected by applicable local, state or federal laws.
To learn more about equal employment opportunity protections, please view the available EEO is the Law, EEO is the Law Supplement, and Pay Transparency Non-Discrimination Provision documents.
PerkinElmer is an E-Verify Employer in the United States. Additional information about E-Verify can be reviewed here.
Accessibility PerkinElmer is committed to providing reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. If you have a disability and need assistance with any part of the hiring process or have questions about our workplace accessibility, please email us at webfeedback@perkinelmer.com.
Please be aware that PerkinElmer does not make job offers without conducting interviews with our talent acquisition team. PerkinElmer does not charge any job application fees. Offers of employment or job openings with requests for payment of fees are fraudulent. PerkinElmer does not charge a fee at any stage of the recruitment process. Any requests for such payment or information should be refused. The FTC has provided additional consumer information regarding such scams here.
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Location
Kraków, PL Job ID
REQ-056132
Responsibilities To provide day-to-day leadership over OneSource Enterprise Support Center, monitoring performance, workload and customer satisfaction, while driving automation and streamlining, to achieve Lean Operation.
The OneSource Customer Operations Leader is responsible for leading and continuously developing a team capable to establish strong customer/channel relationships and providing pre- and post- sales contact to customers directed toward growing PerkinElmer’s market share, revenue and profitability consistent with strategic business goals.
You will be responsible for supervising, managing and motivating team members on a daily basis. As a OneSource Customer Operations Leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals through KPI build and monitoring.
Hybrid working model, Krakow, Quattro Business Park (3days office)
Job responsibilities:
Oversee daily work activities and maintain proficiency in all processes and procedures for the support center and field Agent staff.
Drive continued improvement initiatives across the team.
Ensure implementation of Best practice across Globe implemented within department.
Ensure Implementation of automation / standardization projects are implemented within department.
Building mechanisms to control and report on Operational Performances.
Ensure Internal and External KPI’s are met and followed.
Root Cause analysis into non consistent outcomes & Implementation of result.
Review and approve site specific procedures, assuring alignment with global processes.
Ensure compliance of team within Site specific and Global processes.
Identify and resource correctly peaks in workload across the team. Requirement to be flexible and re adjust resourcing across team.
Attend and participate in team leader meetings, providing knowledge and suggestions to develop solutions for pain points and manual processes, streamline workflow utilizing PE tools and software, to optimize time and talent and staff utilization.
Partner to Delivery teams to ensure streamlined and consistent customer outcomes and feedback.
Provide on-time monthly business review reports and other documentation as required or requested.
Ensure Quality requirements are met to customer specific requirements.
Interview, hire and train new employees, monitoring process and confirming proficiency before probationary periods expire & Initiate onboarding processes to be defined.
Act as a mentor to foster employee growth and development.
Maintain employee training matrix and assure staff is proficient in all areas of their work responsibilities.
Schedule and complete regular staff meetings to share information, identify pain points and opportunities for process improvement.
Provide ad hoc support based on workload volume and staffing.
Role requirements:
Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines.
Experience in a Life Science and Environmental Health area would be an asset.
3 years of experience in a team-based customer service environment and demonstrated leadership skills.
Must have experience of Leading Departments and Developing the people within.
Understanding of excellent Customer Service.
Demonstrated high level work ethic and organizational skills is a “must have”.
Strong attention to detail; demonstrated accurate information transcription.
Excellent Excel skills.
Experience in SAP/ECC/ServiceMax Essential.
Project management experience desirable.
Experience in Lean or Six Sigma desirable.
Ability to communicate both internally & externally; orally and in writing.
Excellent verbal & written communications skills, fluent business in English languages are required, local language required.
Competencies:
Management/Project Management -
Sets goals and engages the team around them.
Talent Development
– Develops and implements processes and practices to proactively attract, select, and retain top, diverse talent.
Customer Focus -
Understands and acts on the needs of the internal and external customer.
Learning Mindset -
Has an attitude that predisposes you to be open to new experiences, to believe you can and will learn, and to intentionally grow and develop from your experience. Approaches experience favorably disposed to learn, grow, and develop. Intentionally learns in all aspects of your work life.
Business Acumen (Enterprise Mindset) -
Has a strong understanding and awareness of customer needs, industry knowledge, financial performance, data and internal business processes and operations. Displays organizational insight across PKI; understands and leverages the internal matrix to achieve optimal outcomes.
Professional Presence
- Conveys self-confidence, communicates clearly and effectively. Influences and inspires others through being authentic, self aware, curious, confident, and persuasive while building trust and goodwill.
What we offer:
Private healthcare including dental care – MEDICOVER.
Life and long-term disability insurance.
MyBenefit Cafeteria system.
Multisport Card.
Social Fund Subsidies.
Home Office allowance.
Tuition reimbursement.
Referral awards.
Internal career development opportunities in multiple business areas.
Day off to celebrate your birthday, and up to 3 additional days of vacation by length of service in the company.
Join our Team! We are strongly committed to the development of your career and giving you opportunities to learn and grow.
We make a difference for you while you make a difference in the world!
Equal Opportunity PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
PerkinElmer is a proud equal opportunity workplace and is an affirmative action employer. PerkinElmer is committed to equal employment opportunity without regard to unlawful considerations of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, gender expression, status as a protected veteran, genetic information, or any other personal attribute or characteristics protected by applicable local, state or federal laws.
To learn more about equal employment opportunity protections, please view the available EEO is the Law, EEO is the Law Supplement, and Pay Transparency Non-Discrimination Provision documents.
PerkinElmer is an E-Verify Employer in the United States. Additional information about E-Verify can be reviewed here.
Accessibility PerkinElmer is committed to providing reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. If you have a disability and need assistance with any part of the hiring process or have questions about our workplace accessibility, please email us at webfeedback@perkinelmer.com.
Please be aware that PerkinElmer does not make job offers without conducting interviews with our talent acquisition team. PerkinElmer does not charge any job application fees. Offers of employment or job openings with requests for payment of fees are fraudulent. PerkinElmer does not charge a fee at any stage of the recruitment process. Any requests for such payment or information should be refused. The FTC has provided additional consumer information regarding such scams here.
#J-18808-Ljbffr