Hinduja Global Solutions (HGS) was established in India under the name ALIT (Ashok Leyland Information Technology), providing information technology services in 1993 with just one client and 25 employees. ALIT was merged with Hinduja Finance Corporation (HFC) in 2000 to form HGS. Between 2000 and 2003, HGS won businesses of major international clients, who were among the leaders in the Insurance & Telecom industries, thus establishing itself as a major player in the contact center industry. 2003 also marked the company's entry into international markets, with the establishment of its center in Manila.

With an aggressive acquisition strategy in place, HGS acquired Customer Contact Center Inc., a leading call center company located in the Philippines. In 2006, HGS acquired AFFINA LLC, a contact center and database management and marketing research company. In 2010, Careline Services, a UK-based contact center management services provider was acquired. In 2011, HGS acquired Online Support Inc, Canada based Customer Relationship Management Company and HCCA Business Services (P) Ltd (HCCA), a prominent player in Human Resource Outsourcing (HRO) domain in India. By virtue of these acquisitions, HGS today offers its clients nearly four decades of contact center experience and leadership dating back to 1973.

HGS currently has a global footprint of 55 delivery centers in India, the United States of America, the United Kingdom, Canada, Mauritius, France, Germany, Italy, Jamaica, the Netherlands, and Philippines.

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Competencies

Key Parameters

Think Strategic

(a) Big Picture Perspective:

 Is able to understand the impact of individual performance to meet / improve own targets

(b) Business Acumen:

 Demonstrates basic knowledge and ability to use various applications / tools related to the function / engagement

 At an individual level complies with do's & dont's of policies, procedures& regulation as applicable to the engagement / function

 Is aware of metric applicable to the role

 Has the basic knowledge of policies, procedures and regulatory compliance

Drive Results

(a) Planning & Organizing:

 Maintaining TAT

 Understanding and adhering to quality standards

 Maintain all Hygiene and Process Metrics

(b) Directing & Monitoring

 NA

(c) Accountability

 Acquiring knowledge & skills of related areas of the process

 Understands, knows, and interprets different complex scenarios and is able to resolve all assigned tasks.

 Update oneself to changes in product on a daily basis.

 Average Handling Time (AHT) target to meet as per process

(d) Problem Solving & Decision making

 NA

Partner with Customers

a) Relationship Building

 Ensure Customer is satisfied on all transactions & they are given quick resolutions

 Escalate Long Pending Issues of Customers to supervisor / appropriate Desk

 Give Correct and Complete Resolution to Customers on all transactions to avoid Repeat contacts by Customers.

 Be Polite with all Customers

b) Passion for excellence

 Adhering to the KPI, and understanding Quality & Auditing parameters

Sub-Process Name:

Equivalent Grade: DS1

Role: Associate

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 Provide First Time Resolution [ FTR ] on all transactions

 High level of integrity

 Ensure Customers Account Information is not compromised

 Zero Fatal Error (FE)

Lead People

a) Managing Self

 Understand the company policies and adhere to it diligently, basic professional standards and established procedures, policies before taking action and taking decisions.

 Adhere to attendance and punctuality norms

 Assumes responsibility for work activities and coordinating efforts

b) Inspiring others / Managing teams

 Mentor & coach new members of the team based on requirement

 Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.

Desired Knowledge, skills and abilities

 Possess basic Contact Center operations knowledge

 Good reasoning and analytical skills

 Able to communicate fluently in the language required for transaction

 Typing skills as required by the process

 Active listening skills

 Passion to learn

 Influencing skills

 Ability to comprehend the customer requirement well

Desired qualifications (including certifications)

Under-Graduates / Graduates

Desired years of experience

0-1 year

Internal Customers, if any

N/A

External Customers, if any

Customers

Any u.g degree

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