JacksonvilleFLRecruiter Since 2001
the smart solution for Jacksonville jobs

Assistant Manager Operations

Company: Hinduja Global Solutions
Location: Jacksonville
Posted on: September 15, 2020

Job Description:

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 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, 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 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.


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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Federal Project Manager
Description: Haskell is looking for Project Managers within our Federal/Government division in our Jacksonville or Charlotte headquarters. These resources will manage design/build, construction management or construct (more...)
Company: The Haskell Company
Location: Jacksonville
Posted on: 09/26/2020

Director - Preconstruction Services, Healthcare
Description: Summary: Responsible for all aspects of preconstruction services including oversight of the preconstruction process. Works closely with the Project Director and Design Team as the preconstruction lead (more...)
Company: The Haskell Company
Location: Jacksonville
Posted on: 09/26/2020

Project Manager
Description: Our client, a financial service holding company, is currently seeking a Project Manager for a 6 month contract opportunity. The position is a remote work from home based position in Florida. By working (more...)
Company: Kelly IT
Location: Jacksonville
Posted on: 09/26/2020


14G Air Defense Battle Management System Operator
Description: Job Description br br Defend the skies using complex technology as an Air Defense Battle Management System Operator for the Army National Guard. You will primarily be responsible for integrating, (more...)
Company: Army National Guard
Location: Palm Coast
Posted on: 09/26/2020

Case Management Travel Nurse RN - $64/hour
Description: Nomad Health, the modern healthcare staffing company, seeks an experienced registered nurse for this rewarding travel assignment opportunity. br Join Nomad's
Company: Nomad Health
Location: Jacksonville
Posted on: 09/26/2020

Exciting Leadership Opportunity for a Medical Director of Infectious Disease
Description: Northeast Florida's largest and most preferred health system is seeking a--MEDICAL DIRECTOR of INFECTIOUS DISEASE--to further develop and effectively lead an established, integral component of the region's (more...)
Company: Baptist Health
Location: Jacksonville
Posted on: 09/26/2020

FT Community Manager
Description: This position is responsible for leading and directing all community operations. The Community Manager leads and motivates community staff members to provide service to residents and maintain a high level (more...)
Company: Bell Partners
Location: Jacksonville
Posted on: 09/26/2020

Part Time Medical Director Physician in Jacksonville, Florida
Description: Medical Director physician job in Florida : Center Medical Directors desired to work 4-6 hours per week Work as an Independent Contractor with great hourly
Company: INTEGRITY HEALTHCARE
Location: Jacksonville
Posted on: 09/26/2020

Sr. Director of IT Security
Description: Please send resume in Word format if you are interested in this Senior Director of IT Security opening near Daytona Beach, FL 32114 Orlando, Tampa, Jacksonville area. This is a HANDS ON role and the (more...)
Company: AMS Staffing Inc.
Location: Daytona Beach
Posted on: 09/26/2020

Unit Supply Specialist - Warehouse Manager
Description: AGE REQUIREMENTS: Must be between the ages of 17 and 35 br br As a Unit Supply Specialist for the Army National Guard, you will ensure that your Unit and fellow Soldiers are well supplied and equipped (more...)
Company: Army National Guard
Location: Jacksonville
Posted on: 09/26/2020

Log In or Create An Account

Get the latest Florida jobs by following @recnetFL on Twitter!

Jacksonville RSS job feeds