This role is based in Barcelona, Spain.DESCRIPTION:Scheduling Supervisor will foster a high-performance multi-cultural, multi-national and multi-linguistic scheduling team. While focusing on operational excellence and process execution, Supervisor will play a pivotal role in delivering an unparalleled customer experience leading a large best-in-class scheduling team. The scope of this role includes the ability to successfully execute upon the strategy in a systematic and consistent manner to achieve the desired results. The Scheduling Supervisor must have strong organizational and operational leadership capabilities coupled with industry knowledge, creativity, strong communication skills, and customer-centric focus.KEY RESPONSIBILITIES:Effective management of scheduling success coordinators, accountable for repair scheduling and planner optimization.Conduct effective resource management to maximize productivity and coordinate hiring, onboarding and training of new employees.Implement and maintain high-level execution of delivery processes focused on operational excellence and high-level customer experience.Collaborate with the European Call Centers Managers, Field Service Business Managers and Sales Managers to ensure we are meeting and exceeding customer expectations.Utilize metrics and quality measurements to optimize the customer experience during the scheduling process.Promote the Agilent Cross Lab -Insight to Outcome- brand within your organization.Actively foster a quality and continuous improvement culture within the organization.Ensure all working relationships follow Agilent Technologies Standards of Business Conduct.Oversee and ensure conflict/escalation resolution between employees and customers.Compliance in call management according to SOX and Agilent policies.OBJECTIVES:Superior customer success is the primary objective.Meet/exceed regional ACX scores and specific attributes in the Onboard and Support journeys.Develop a competency and skill set amongst the team so they can perform their jobs effectively and efficiently.Implement and maintain processes targeted at efficient operations and positive employee experience.Continuous improvement of the scheduling team operational capabilities.Proactive management of resource shortages that impact the ability to serve our customers.Improve the employee and customer experience by supporting the team in developing customer relationships that promote retention and loyalty.Ensure employees follow scheduling processes and utilize our enterprise tools in every customer interaction.Drive an uncompromised "customer first attitude" throughout the organization.Develop strong partnerships with regional stakeholders in COpC, CSO and Sales.QUALIFICATION/SKILLS REQUIREMENTS:Bachelors, Masters, or other higher education highly preferred; may consider applicants with an equivalent combination of education, training, and relevant experience.English language preferable; good level of Italian and/or Spanish would be a plus.3+ years relevant experience in customer service activity, preferably as manager/Supervisor.Requires proven management skills and the ability to design and implement processes.Demonstrated knowledge of the service business and a solid understanding of the scheduling coordinator role and responsibilities.Effective interpersonal and cross-functional collaboration skills including strong influencing skills.Demonstrated knowledge of customer preferences, needs, and expectations.Excellent written and verbal communication skills; ability to communicate effectively at all levels of the organization.Customer-focused, an able organiser and solutions-oriented, this is your opportunity to bring your people, project and resource management skills to the fore. You will supervise individuals in technical/process/administration, direct implementation of tasks and establish controls and processes for a designated business area that demands effective and efficient customer service procedures.
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