Careers At HGS

Assistant Manager Operations

Job Code : 2019258
EL PASO | TX Permanent

Job Description

JOB PURPOSE:

HGS (Hinduja Global Solutions) provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back office services and digital marketing solutions.  At HGS, we help design and implement an effortless customer experience using digital channels, analytics, automation and digital marketing. As a member of the operations leadership team, the mission of the Assistant Operations Manager (AOM) is to contribute to the overall employee satisfaction, client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for each assigned account are met and enhanced.

 

 

ORGANIZATIONAL PLACEMENT:

Typically Reports To: Director or VP Operations

Typical Reports: Team Leaders and Account Trainers

 

 

Principal Duties and Responsibilities:

1.      Provides day-to-day leadership, coaching and development to direct reports.

2.      Reviews operating statistics regularly to ensure client and HGS goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates and service levels. 

3.      Identifies areas of process improvement and works effectively within the organization to implement resolutions on a timely basis.  Areas for improvement should be targeted at increasing client satisfaction and/or company profitability. 

4.      Oversees necessary enhancements to client programs or servicing therein.  This may include areas such as staffing, training, attendance and quality.  Works closely with Account Management and Workforce Management to optimize staffing to achieve proper balancing of client servicing objectives and company profitability. 

5.      Responsible for service quality for all work performed by his/ her employees.  Ensures quality evaluations are being properly conducted.

6.      Participates in client visits and roundtables to provide input on program performance or new programs being offered.

7.      Coordinates with Operation Managers and/or Directors to balance needs of individual team with needs of entire organization.

 

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to:

 

* Promote teamwork and cooperative effort.  * Help train and give guidance to other HGS employees.  * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.  * Provide internal and external customers with the highest quality service.

 

 

Minimum jOB Requirements: (Education, Experience, Skills)

·         BA/BS in Business Administration or related field or equivalent experience preferred.

·         Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, wile considering impact of decision on others. 

·         Proven ability to delegate and manage work loads and projects across functions.

·         Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers.

·         Demonstrated ability to strategically improve and/or transform processes across functions.

·         Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.

·         Intermediate knowledge of PC applications for word processing, spreadsheet, presentations etc.

·         2-3 years’ experience as a Team Leader, including 1 year in an AOM role.

·         Knowledge of telecommunications and call center management systems and terminology.

·         Experience managing inbound healthcare member and/or provider call programs is preferred.

·         Exposure to program P&L is a plus.

 


VISIONARY COMPETENCIES:

 

Competency

Definition

Uses Sound Judgment & Makes Decisions Wisely

 

 

Surveys a situation quickly and grasps the issue or problem by asking probing questions.  Develops sound business recommendations to achieve progress on global issues.  Recognizes limits in resolving complex issues and teams with appropriate personnel to resolve issue. Reviews decisions to evaluate impact to long range goals. 

Shows Initiative

 

 

Develops and leads the vision for the organization that will create an environment of empowerment and excellence.  Ensures that management understands and is equipped with the necessary tools to lead.  Looks for new ways to contribute to the business.

Promotes Teamwork

 

 

Shares in-depth knowledge about the global environment to expand team understanding of relevant issues.  Leads team supporting global initiatives.  Participates in and facilitates internal and external collaborative efforts and arrangements. 

Communicates Effectively

 

Provides clear understanding of job priorities and expectations. Practices attentive and active listening. Conveys information to all levels of the organization.  Leads and facilitates internal and external meetings.

Embraces Differences

Recognizes and models an understanding of the business value of diversity in team members.  Assigns initiatives aligned with team members differences in strengths.  Understands multiple voices create new ideas, new services and out of the box thinking.

Drives Customer Focus

 

Establishes alliances with key customers and stakeholders.  Drives the company strategies to focus on customer needs.  Builds organization structures aligned with customer needs.

 

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