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!

Key Responsibilities:

• Lead, manage, and motivate a team of 10-15 customer service agents.

• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.

• Monitor schedules, attendance, and real-time performance for optimal coverage.

• Resolve issues promptly to minimize overnight service disruptions.

• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.

• Enforce policies, SOPs, and compliance standards consistently.

• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.

• Conduct call reviews and maintain data security, especially during off-peak hours.

• Share end-of-shift updates and coordinate with global teams for smooth transitions.

• Recommend process improvements and support cross-site operations.

Qualifications:

• Bachelor’s degree in any discipline preferred.

• Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.

• Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)

• Excellent communication, analytical, and leadership skills.

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.