Assistant Manager Operations
Company: Hinduja Global Solutions
Posted on: September 15, 2020
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.
PRINCIPAL DUTIES AND RESPONSIBILITIES: 1.
Provides day-to-day leadership, coaching and development to direct
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.
Identifies areas of process improvement and works effectively
within the organization to implement resolutions on a timely
Areas for improvement should be targeted at increasing client
satisfaction and/or company profitability.
Oversees necessary enhancements to client programs or servicing
This may include areas such as staffing, training, attendance and
Works closely with Account Management and Workforce Management to
optimize staffing to achieve proper balancing of client servicing
objectives and company profitability.
Responsible for service quality for all work performed by his/ her
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
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
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, while 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
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.
Competency Definition Uses Sound Judgment & Makes Decisions
Surveys a situation quickly and grasps the issue or problem by
asking probing questions.
Develops sound business recommendations to achieve progress on
Recognizes limits in resolving complex issues and teams with
appropriate personnel to resolve issue. Reviews decisions to
evaluate impact to long range goals.
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
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.
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
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.
HGS is an Equal Opportunity Employer. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability or veteran status.
PandoLogic.Category: Logistics, Keywords: Operations Manager
Keywords: Hinduja Global Solutions, Jacksonville , Assistant Manager Operations, Executive , Jacksonville, Florida
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