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Honeywell CEE Training Specialist in Kuala Lumpur, Malaysia

Driving Infinite Possibilities Within A Diversified, Global Organization

For our Customer Support Centre in Katowice, we are currently recruiting a motivated and experienced CEE Training Specialist to strengthen our global Training and Coaching team, which goal is to help employees (agents and supervisors) cultivate their soft- and hard-skills and knowledge, and to coach them in improving in their current role and growing in their career in Honeywell. You will participate in improving, driving and conducting training and coaching programs and share your expertise in ways that motivate others. A raining Specialist is an experienced educator and influencer. Your abilities to embed a solid Customer First culture through training and coaching should only be matched by your coaching abilities aimed to improve individual behaviors and skills. Excellent communication skills, influencing abilities and quick adaption to changing business needs are necessary qualities for the role. The goal of the Training and Coaching team is to establish an environment in which our employees feel confident in their role and are stimulated, coached and trained to become their best, and take pride in going above and beyond to provide a memorable customer experience.

Implement and coordinate the operational aspects of ongoing Customer & Product Support projects. You will serve as liaison between project management and planning, project team, and line management. You will review status of projects and budgets. You will coordinate schedules and deliver status reports. You will assess project issues, and develop resolutions to meet productivity, quality, and customers satisfaction goals and objectives. You will develop mechanisms for monitoring project progress, and for intervention and problem solving with project managers, line managers, and customers.

Key Responsibilities

  • Project Management

  • Project Planning

  • Customer Support

  • Facilitate Team Alignment

  • Deliver Status Reports

Training: Responsible for driving global Customer Experience Excellence training programs

  • Participate in creation of instructor led and e Learning training modules

  • Keep track of and report out on training-administration on local agents

  • Identify and support changing business needs and business processes, by improving and updating training programs

  • Identify training needs by evaluating strengths and improvement opportunities of the technical support teams, and by liaising with operational managers.

  • Help improve and execute:

o Global Service Skill training

o Quality Improvement and Honeywell Operating System training's

o Global On-boarding program in local hub

o Global Development program

o Global Improvement program

  • Arrange for tool, product, process and system training's as part of above programs

  • Identify and arrange for local required improvement training's

  • Prepare new educational training material for processes, and innovate training methods. Improve training effectiveness by introducing knowledge assessments and actively looking for feedback and industry best practices.

  • Conduct both new hire and refreshment training's, locally face-to-face, and remotely online.

  • Monitor employee performance and response to training. Assess training effectiveness to ensure incorporation of taught skills and techniques into employee’s work behavior

Coaching: Responsible for driving Customer First Culture and Customer Experience improvements with operational teams and supervisors

  • Measure and assess agent performance, behaviors and service skills, and train supervisors to do so

  • Coach and guide agents individually on improvement on performance, behaviors and service skills

  • Set-up and host group coaching events / workshops

  • Coach supervisors on conducting effective agent-supervisor interactions (1:1s)

  • Coach agents and supervisors on creating effective development plans

  • Support agents and supervisors with career grow-path, in coaching and advice

YOU MUST HAVE

  • Bachelor's degree, or equivalent. Some experience in the field.

  • At least two (2) years of training experience

  • Bachelor’s degree (or equivalent education or experience in similar roles)

  • Trainer and/or Coaching certification

  • Experience with traditional and modern training design, execution and improvement methods, tools and techniques. Proven experience of Kirk-Patrick model, OSF model is an advantage

  • Working experience in instructional design, experience with designing effective online learning

  • Experience with quality assurance best practices and training in a call center or help-desk environment

  • Experience with call-center agent environments

  • Business fluent in written and spoken English; additional languages is an advantage

  • Willing to travel up to 20%

WE VALUE

  • A proficient understanding of the principles and best practices in (customer service)

  • Excellent team and communication skills

  • An ability to take initiative and work with limited direction

  • An ability to influence across a broader organization

  • Understanding of effective training creation and teaching methodologies and tools

  • Understanding of Instructional design techniques

  • Proficient in developing learning materials with Articulate

  • Proficient in MS Office (esp. PowerPoint); e-learning software experience is an asset

  • Experience with customer facing teams

  • Highly responsive with ability to coordinate multiple activities and prioritize based on business needs

  • Results oriented, driving actions, collaboration and accountability for daily results

  • Great Attention to Detail and Accuracy

  • Problem Solving Skills and can-do attitude

  • Out of the box thinking mentality

  • Ability to support improvement initiatives leading to greater customer experience, higher quality and lower costs

  • Willingness to keep abreast of new techniques in corporate teaching

  • Phenomenal communication, presentation and public speaking skills

  • Organizational and time management abilities

  • Critical thinking and decision making

  • Effective communicator, comfortable to relay information to all levels in the organization

Additional Information

  • Category:Customer/Product Support

  • Location:UOA Corporate Tower, Avenue 10, The Vertical,, Bangsar South City, No. 8, Jalan Kerinchi, Kuala Lumpur, WILAYAH PERSEKUTUAN 59200 MYS

  • Exempt

  • Careers at Honeywell - Engineering

Honeywell is an equal opportunity employer. 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.

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