Bulgaria
Participate in identifying and developing employee skills to support business needs, supervise addressing interpersonal and behavioral challenges, leading and coaching 40+ people assigned in different operational teams of support HPE as a client (Reporting & Business Intelligence Team, Logistics Team, Replacement Part Business Team and etc.); Closely following performance and internal company rules of both TTEC and HPE; Providing feedback; Taking part of interviews in hiring process; On-boarding of newcomers and PC set up; Fulfill TTEC Attendance form and Schedule for all employees in a daily basis; Arrange fun activities for TTEC employees;
Managing every aspect of the set processes within the team, understanding the customer criticality, exploring all possible resolutions to ensure timely fulfillment of customer orders; Work on non-standard Order Management requests and escalations, ensuring E2E monitoring, follow up and coordination; Identify opportunities to improve Order Management Team in GSD HPE; Delegate work responsibilities within the team to ensure targets are met; Ensure all information/ reports are accurately provided in a timely manner; Manage On-boarding Program for all newcomers in OM Team, checking their progress and follow up their KPIs in a monthly base; Act as a mentor for someone on improvement action plan; Taking part in event of escalation along with TTEC Supervisor and HPE TL;
Ensuring all Service Level Agreements are met and customer`s required service delivered; Manage customer escalations as 2nd Level Escalation support; Contribute to continuous performance excellence; Follow the standard operational processes and provide on time respond on customer inquiries; Ensure the highest quality standards of the solutions provided; Purchase spare parts from HPE approved vendors, ensuring E2E monitoring, follow up and coordinate the whole process;
Receiving and validating customers order including shipping documents; Creating and confirming transport order to ensure pickup of the shipment at origin; Coordinating carrier pickup times, and providing daily shipment plan to distribution center; Preparing, controlling and distributing all required Import documents to counterparts (carrier, consignee, supplier, etc.) complying with regulations and internal procedures; Manifesting all goods from non-EU countries; Main point of contact for coordination between customer’s shipment import, customs brokers, and shipping carriers; Coordinate all transnational operations, keep to regulations and internal procedures; Monitoring quality and adherence to standards and responsibility for constant improvement and optimization of product means; Developing a high performance service culture; Invoicing on time;