HGS jobs - International Voice Process

Position Summary:

Think Strategic

(a)     Big Picture Perspective:

Understand the basic professional standards and established procedures, policies before  taking action and making decisions

(b)     Business Acumen:

Processing claims/developing projects/[AAQ1] handling calls, as[AAQ2]  per the process  guidelines

Adhering to the SLA, and understanding Quality & Auditing parameters

Think Strategic

(a)     Big Picture Perspective:

Understand the basic professional standards and established procedures, policies before  taking action and making decisions

(b)     Business Acumen:

Processing claims/developing projects/[AAQ1] handling calls, as[AAQ2]  per the process  guidelines

Adhering to the SLA, and understanding Quality & Auditing parameters

Drive Results

(a)    Planning & Organizing:

·         Maintaining TAT

(b)   Directing & Monitoring

NA

(c)    Accountability

·         Assumes responsibility for work activities and coordinating efforts

·         Meeting assigned productivity goals.

(d)   Problem Solving & Decision making

NA[AAQ3] 

Partner with Customers

(a)     Relationship Building

·         NA

(b)     Passion for excellence

·         Understands the Values and Characteristics of perfect service and uses the Perfect service filters at work

·         Adhering to the SLA.

Lead People

(a)     Managing Self

Adhere to attendance and punctuality norms

·         Acquiring knowledge & skills of related areas of the process

(b)     Inspiring Others / Managing Teams

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

Desired skill sets

·         Awareness of ISO & ISMS

·         Basic Telephone Etiquettes

·         MS Office

·         Typing skills minimum 15 WPM with 85% accuracy & computer  navigation skills

·         Ability to write, read and speak English to suit the business need

·         Decision Making and Numerical Ability

·         Customer Focus and Being Attentive

·         Troubleshooting

Desired qualifications (including certifications)-10+2 or 10+3 or 10+2+4

Desired years of experience-0-3 year, Ready to Join Immediately

Internal Customers, if any-NA

External Customers, if any- Customer[AAQ4] 

 [AAQ1]Remove “Processing claims/developing projects)

 [AAQ2]Troubleshoot Customer Issues, provide resolution

 [AAQ3]Knowledge of ISP and networking for resolving customer complains / issues

 [AAQ4]Edit as ‘NA’