Team Leader: Operations | Hinduja Global Solutions

About Us:
Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive.

Job Description:
Roles and Responsibilities:
a. Customer related:
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Work very closely with team members to solve customer problems.
Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.

b.  People related : 
Managing an average team size of 20 members.
Need to be approachable and supportive towards the team. Also should have the ability to motivate the team in a right way to get the targets met.
Attrition and Absenteeism Management.
Conducting performance appraisal for the team.
Prepare Schedules for the teams and ensure attendance is marked before the end of day.
Compliance to login, log out & scheduled breaks of agents.

C. Process related : 
To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity.
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
Ensure all Company policies and procedures are implemented consistently and fairly.

Desired Skills and Abilities
Good telephone etiquette
Has the potential to gain trust and rapport building
Active listening skills
Efficient at problem solving
Defusing anger
Business email etiquette
Goal setting
Managing team members expectations
Being tactful
Mentoring and coaching
Possess the ability to handle grievances

Education & Experience:
Under Graduates / Graduates
6 months to 1 year

Contact Mail:  investor.relations@teamhgs.com

Team Leader: Operations - Hinduja Global Solutions

About Us:
Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive.

Job Title:
Team Leader Operations

Job Location:
Bangalore

Job Description:
Roles and Responsibilities:
Customer related:
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Work very closely with team members to solve customer problems.
Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.
People related :
Managing an average team size of 20 members.
Need to be approachable and supportive towards the team. Also should have the ability to motivate the team in a right way to get the targets met.
Attrition and Absenteeism Management.
Conducting performance appraisal for the team.
Prepare Schedules for the teams and ensure attendance is marked before the end of day.
Compliance to login, log out & scheduled breaks of agents.
Process related :
To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity.
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
Ensure all Company policies and procedures are implemented consistently and fairly.

Desired Skills and Abilities:
Good telephone etiquette
Has the potential to gain trust and rapport building
Active listening skills
Efficient at problem solving
Defusing anger
Business email etiquette
Goal setting
Managing team members expectations
Being tactful
Mentoring and coaching
Possess the ability to handle grievances

Education & Experience:
Under Graduates / Graduateso
6 months to 1 year T

To Apply:
http://careers.teamhgs.com/#/career

Corporate Business Excellence, Manager, Bangalore

Company Name:

• Hinduja Global Solutions (HGS)

Department: 

• Corporate Business Excellence

Job Location: 

• Bangalore

Key areas of responsibilities (KRAs)

• Manage and execute high impact business / organizational projects which are cross functional in nature.
• Generate business impact / client value adds through Continual Improvement initiatives or transformational  thought process
• Support all geographies in Continual Improvement initiatives.
• Support all other Business Excellence initiatives e.g. CSAT, Internal Customers Satisfaction (ICSAT), Operations Self Assessments (Health checks), implementation of Transition Methodology.
• Alignment of organizational metrics to Excellence frameworks.
• Implement strong governance to address Operations Quality and Improvement projects and initiatives.
• Build team capability.

Desired skill sets 

• Strong Program management skills. 
• Sound knowledge and implementation experience of Excellence models (eSCM, EFQM, Malcolm Balridge, CMM etc).
• Knowledge of ISO9000, ISO27000, HIPAA is added advantage.
• Work experience as Quality consultants will be an added advantage.
• Capability to train and conduct workshops in Business Excellence.
• Ability to identify process re-engineering requirements against end to end service provisioning.
• Ability to work across various geographies.
• Customer facing and interaction abilities.

Desired qualifications (including certifications)

• Graduate.
• Diploma or Masters in Business Administration or any Post-graduation will be an added advantage.
• Six Sigma Black Belt certified or equivalent

Desired years of experience

• Around 10-12 years 
• Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations.
• Work experience in MNCs or reputed organizations will be an added advantage.
• Prior Experience of transformational projects impact end customer will be an advantage

Apply

• Interested candidates, please share your profiles to indiacareers@teamhgs.com
• Don't forget to mention Business Excellence, Bangalore in subject line