À propos de ce poste SECR Assigner chez HP
Description -
Job Summary
The SECR Assigner is responsible for the intake, review, classification, and assignment of customer complaints and escalations to the appropriate resolution teams. This role serves as the first point of operational review, helping ensure that cases are routed accurately, prioritized appropriately, and actioned within established service level expectations. The role supports operational efficiency, timely resolution, reduced routing rework, and stronger complaint-handling outcomes through disciplined queue management and clear communication.
Beyond core assignment responsibilities, this position is expected to operate as a subject matter expert within the intake process, providing guidance on assignment criteria, monitoring operational trends, identifying process improvement opportunities, and supporting knowledge management initiatives. The Assigner is expected to maintain awareness of business, policy, and process changes, proactively communicate updates to stakeholders, and contribute to the continuous improvement of complaint handling operations.
Responsibilities
Intake & Assignment Management
- Review incoming complaints, escalations, and service requests from assigned intake channels.
- Assess available case information and determine the appropriate routing path.
- Assign cases to the correct resolution team, owner, or business group.
- Ensure incoming cases are reviewed and routed within established turnaround expectations.
- Monitor assignment queues and maintain workflow continuity.
Quality & Accuracy
- Apply assignment guidelines consistently and accurately.
- Minimize reassignment caused by incorrect routing decisions.
- Validate case information before assignment to reduce downstream delays and avoidable rework.
- Escalate unclear, sensitive, or high-risk situations to leadership for review.
Workload & Queue Management
- Monitor queue health, volume fluctuations, aging inventory, and potential backlog risks.
- Communicate workload concerns, unusual intake patterns, or routing constraints proactively.
- Support workload balancing across teams to optimize resolution timelines.
- Track recurring trends and recommend operational adjustments when needed.
Process Improvement & Knowledge Sharing
- Identify recurring intake issues, routing gaps, and upstream quality opportunities.
- Participate in continuous improvement initiatives connected to assignment accuracy and TPR support.
- Document and share best practices with stakeholders and partner teams.
- Support knowledge-sharing sessions that clarify intake requirements and assignment criteria.
Collaboration & Communication
- Partner with frontline teams, case owners, and leadership to maintain routing alignment.
- Communicate trends, risks, and emerging issues affecting assignment efficiency.
- Contribute to onboarding or training activities when required.
- Maintain professional, timely, and clear communication across teams.
Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Preferred Certifications
NA
Knowledge & Skills
- Attention to detail
- Analytical thinking
- Decision-making and prioritization
- Organization and time management
- Customer-focused mindset
- Effective communication
- Ability to work independently
- Adaptability
- Continuous improvement mindset
- Ownership and accountability
- Proactive problem solving
- Ability to identify and communicate process updates and changes
- Knowledge sharing and cross-team collaboration
- Ability to manage ambiguity and make sound business judgments
- Workload and queue management skills
- Ability to anticipate operational risks and escalate appropriately
- Initiative and self-motivation
- Learning agility and willingness to stay current with business and process changes
- Follow-through and execution orientation
- Strong stakeholder management and partnership skills
Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Collaboration Across Organizations
Stakeholder Management
Change Agility
Influence Without Authority
Strategic Thinking
Business Acumen
Knowledge Sharing
Operational Excellence
Innovation & Continuous Improvement
Accountability for Results
Impact & Scope
Impacts multiple operational functions and business stakeholders through assignment quality, intake management, process improvements, and knowledge-sharing initiatives.
Influences operational effectiveness across teams by identifying trends, mitigating risks, and driving consistent application of assignment and intake processes.
Serves as a key partner between frontline teams, escalation teams, and leadership to improve end-to-end customer experience and operational outcomes.
Complexity
Works independently on complex assignments requiring advanced judgment, analytical thinking, and a strong understanding of business processes and operational impacts.
Resolves ambiguous or non-standard situations by evaluating risks, priorities, and customer impact while determining the most appropriate course of action.
Interprets evolving business requirements, process changes, and operational trends to support effective decision-making and continuous improvement initiatives.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Job -
ServicesSchedule -
Full timeShift -
No shift premium (Costa Rica)Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
