Careers At HGS

Transition Manager – Contact Operations

Job Code : HGS/52
Quezon City

Job Description

Role or Position – Transition Manager – Contact Operations

Role & Responsibilities:

Solutions Design

·         Leads and manages solutions design activities, which involves interpreting and translating requirements into a comprehensive solution and pricing specific to customer requirements; collaborating and getting sign-offs from Service Delivery, Functional Teams and Key Leadership.

·         Prepares client proposal document and responds to client RFPs.

·         Arranges and prepares Case Studies and Presentations, as required.

·         Participates in due diligence / discovery activities, when warranted.

·         Supports and leads Client site visits as part of the overall sales life cycle and process. o Supports and coordinates contract reviews and approvals.

·         Perform benchmarking and R&D.

·         Prepare and submit weekly updates and monthly project reports and scorecards


·         Manages and takes lead in project implementation and set-up of contact center operations, from pre- planning/planning, execution and pilot/parallel run.

·         Ensures optimization of resources while managing cost, time and quality elements of a project.

·         Ensures all operating requirements are developed, tested and approved prior to implementation.

·         Works with the project team to identify risks as well as mitigation strategies and plans

·         Is able to recognize a change and appropriately utilize a Change Management framework effectively o Is able to communicate well and manage project stakeholders at different levels, both internal and external (clients)

·         Manages issues and risks; likewise, able to effectively make use of proper escalation channels to achieve the desired outcome.

·         Able to adhere and comply to a set standard / base-line in execution.

·         Perform benchmarking and R&D.

·         Prepare and submit weekly updates and monthly project reports and scorecards


·         At least a Bachelor’s Degree (any course)

Work Experience:

·         At least 5 years relevant work experience, preferably minimum 2 years’ experience managing BPO/Contact Center operations with in-depth knowledge / exposure to all aspects of operations; or minimum 2 years in Managerial capacity in a BPO setting with relevant contributions done in Project Management, Business Development and Contact Center Operations.

·         Experience in transitioning accounts or solutioning / bid management, will be an advantage.

·         Proficient in MS Word, Excel and Power Point, Project and Visio.

·         Business writing skills an advantage

Other Qualifications

·         Demonstrates a decent level of understanding and application of people management, financial management, workforce management, quality management, and service delivery, capabilities and theories.

·         Is flexible with working hours, primarily in the night / graveyard shift schedule

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