HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Job Role: Manager - Emai Process (Contact Center)

Required Experience:  6 + Years.

Shift Timing: Rotational Shift (Morning 7:00 Am to Night 1:00 Am), Drop facility available only after 10 PM.

Primary Skills: Excellent English written & verbal communication skills, excellent interpersonal skills and team player. Experienced in Non Voice process like: Chat, Email, Social Media.

Job Description:

• Must have team handling experience.
• Set targets for the teams.
• Should have previous experience in email or chat process.
• Experience of handling international contact centers is must.
• Good knowledge of social media is added advantage.
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended.
• Understand all organization's products, services, procedures and guidelines and communicate same to all team members
• Prepare forecasts and plan the operations accordingly.
• Monitor all queries/interactions to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all agents and participate in recruitment of new agents & team leaders
  Conduct regular review of all the team leaders performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges.
• Drive team leaders performance
• Communication with client to ensure liaison with them through email slack and whatsapp
• Availability throughout the HOOP 18*7
• Attention to detail and readiness to do dive into issues realtime
• Readiness to learn the product and use logical reasoning while helping the team respond to cases

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.