HGS [Western Mumbai] : Operations Manager | Salary Upto 12L | JC/1370 | POSITION ON HOLD

  Dear Team,

 

Due to the 2nd strain of COVID 19, the client has gone through changes & won’t be able to consider anymore profiles.

 

The Operations Manager position of HGS has gone on hold. Request you to not source any fresh profiles for the same and also set expectations with the sourced candidates accordingly.

 

Be assured, we are constantly in touch with the client and as soon as the situation is better and the positions open up, we will inform you of the same and consider the pending candidates first.

 

Your patience and support is highly appreciated.

 

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Interview Process:

 

• Process the candidate who can join immediately.
• Candidate should have Desktop / Laptop with WiFi connection mandatory
• Work from home till further notification from client

 

 

 

Important : Once the candidate gets selected, in the Offer Letter it would be mentioned 1 month contract but the candidate will be on contract for 3 months. After 3 months, if his performance is upto the mark, then he will be made a permanent employee.

 

 

 

Sr. No.

Candidate Name

Location

Total Experience

Relevant Experience

Current Company

Current Designation

Current CTC

Expected CTC

Notice Period

Reasons To Quit

Communication Skills on the scale of 10

Domain Knowledge on the scale of 10

Previous Company 1

Previous Company 2

Previous Company 3

Previous Company 4

Previous Company 5

 

 

Company Website:  www.hgsinteractive.com

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day.

combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver

transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 44,567 employees across 75

delivery centers in seven countries making a difference to some of the world’s leading brands across nine key verticals. For the year ended 31st March 2018, HGS had revenues of

HGS US$ 597 million.

 

Job Code	JC/1370
Process	App reviews, Emails, SM, Calls
No. of Requirements	1
Gender	Male / Female
About Process	Ensure customer service excellence
	Ensure that 100% correct accurate responses to be sent out
	Ensure hiring training and quality is done in timely manner and should have checks in place
	Ensure attrition and shrinkage percentages within acceptable range
	Improve process and agent efficiency
	Transition new process and value add to the existing processes
	Identify process gaps/training needs/process improvement and identify ways to bridge them
	Client coordination (bridge the gap in client expectation and HGS delivery)
	Identify patterns and improve efficiency
	Create a strong governance model for the Operations Team with the brand
	Analyze Data to share insights with the brands
	Managing Escalations
	Coordinate with the CRM tool vendor, brand and find best solutions
	SLA : TAT within 2 hours, External Quality > 95% & Agent target of 100 cases
	Overall team size is 17 to 21 team members + 3 TLs
Title	Operations Manager
Location	Andheri East - Corporate Avenue Unit  / Vashi - International Infotech Park
Requirement	Good Communication Skills (8/10)
	Very confident young individual
	Strong documentation skills
	Flexibility to work in shifts and extend hours to handle operations
	Assertive & Positive in nature, Open to feedback
	Process oriented individual
	Crisis Management
	Excellent excel skills, presentation skills, inter personnel skills
	Good command over language
	Excellent knowledge of ORM and ORM tools and best practices in ORM/Social Media Project
	Management Responsibilities
	Attention to detail and drive for excellence
	Knowledge of Advanced Excel
	Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
	Sensible towards brand Image and should be aware about the criticality and the degree of value associated while driving customer engagement activity.
	Strong communication and presentation skills
	Leadership experience
Education	Graduate with 7+ years’ experience in Operations primarily in ORM with progressively increasing responsibility
	Should have handled high volumes in the previous organizations
	Project Management experience
Shift timings	7 AM to 2 AM (operational timings) 6 days
Transport Boundaries	Please source candidates from western line only
Transport Facility	Home pick / drop depending upon the shift timings
Salary Range	10L to 12L pa
Weekly Off	1 rotational off
Age	Upto 32 years
USP	Brand, Salary, Sunday fixed off, Designation
Rounds of Interview	HR - Telephonic (Check previous experience, Qualification, Age, Communication skills, Compensation, Stability)
	Operations – Video call (Check stability & knowledge, discuss salary, Checks communication)
	Business Head – Video Call (Check knowledge, experience, Compensation)
Documents	Educational + Identity Proof + Residential Proof +Offer Letter + Salary Proof (Bank Statement + Payslip) + Relieving documents
Clawback	90 days