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JOB PURPOSE:The mission of the job is to contribute to the overall
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 OperationsTypical Reports: Team Leaders and Account TrainersPrincipal
Duties and Responsibilities:
Provides day-to-day leadership, coaching
and development to direct reports.
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
basis. Areas for improvement should be
targeted at increasing client satisfaction and/or company profitability.
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.
Responsible for service quality for all
work performed by his/ her employees.
Ensures quality evaluations are being properly conducted.
Participates in client visits and
roundtables to provide input on program performance or new programs being
offered.
Coordinates with Operation Managers 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 ·
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 within HGS.·
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
within HGS.·
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 relevant experience, including 1 years in management·
Knowledge
of telecommunications and call center management systems and terminology. VISIONARY COMPETENCIES:CompetencyDefinitionUses Sound Judgment &
Makes Decisions WiselySurveys 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 InitiativeDevelops 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 TeamworkShares 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 EffectivelyProvides 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 FocusEstablishes
alliances with key customers and stakeholders. Drives the company strategies to focus on
customer needs. Builds organization
structures aligned with customer needs.HGS is a drug free work environment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status.
