Guidant Global
Website:
guidantglobal.com
Job details:
About Guidant Global:
Guidant Global delivers dynamic, tailored workforce solutions that empower businesses to thrive in ever-evolving markets. Through our MSP, RPO, Direct Sourcing, Services Procurement and Consulting services, we help organizations find, engage, and manage the best permanent and contingent talent across the globe.
Part of Impellam Group, we champion A Better Way, a people-first approach that integrates deep industry expertise with advanced technology. Our technology turns workforce complexity into clarity, with real-time insights that support smarter talent decisions at scale.
With over 1.5 million STEM and professional experts in our network across 80+ countries, we don't just solve today's challenges. We're helping to shape the workforce of tomorrow.
About Guidant Global India:
At Guidant Global India, we play our part in shaping the future of work by powering recruitment and support services for Guidant teams across APAC and wider global markets. As a strategic delivery hub and global capability centre, we partner with stakeholders worldwide to raise quality, strengthen compliance, and deliver consistently at scale.
We're not standing still. We're building deeper capability in-house, taking ownership of the work that matters most, and designing an agile, future-ready delivery model built for where the business is heading next.
Join us, and you'll be part of a people-first team that's expert, ambitious, and collaborative, delivering A Better Way, every day.
Role Purpose:
The Operations Coordinator - Out of Hours Support is responsible for providing operational, administrative, and customer support coverage for UK operations outside of standard business hours. The role ensures continuity of service for clients, candidates, suppliers, and internal stakeholders by managing urgent requests, resolving queries, escalating issues where appropriate, and maintaining accurate records of all out-of-hours activity.
Working closely with UK operational teams, the Operations Coordinator acts as a key point of contact during out-of-hours periods, ensuring service levels are maintained, critical actions are completed in a timely manner, and all activity is accurately documented and handed over to the relevant teams for continuation during standard operating hours. The role plays a vital part in supporting business continuity, service delivery, and customer experience across UK operations.
Out-of-Hours (OOH) Support:
- Provide out-of-hours administrative and recruitment support, handling inbound candidate and client queries outside of standard working hours.
- Manage urgent requests, escalations, and time-sensitive actions during OOH periods, ensuring continuity of service.
- Log, track, and hand over all OOH activity accurately to the relevant onshore team at the start of the next working day.
Customer & Candidate Support:
- Respond to candidate and contractor enquiries relating to assignments, onboarding, timesheets, attendance, and urgent operational requirements.
- Support client contacts with operational queries, issue resolution, and service requests received during out-of-hours periods.
- Ensure a professional, responsive, and customer-focused approach is maintained at all times.
- Escalate complex issues where necessary whilst retaining ownership through to resolution.
Incident & Escalation Management:
- Manage and coordinate operational incidents received during out-of-hours periods.
- Accurately record incidents, actions taken, and outcomes achieved.
- Escalate high-priority or business-critical issues in accordance with established escalation procedures.
- Ensure all incidents are fully documented and communicated during shift handovers.
Qualifications & Experience:
- Experience in an operations, customer support, service desk, coordination, administration, or workforce solutions environment.
- Experience working in a fast-paced operational environment with competing priorities.
- Strong organizational and time-management skills.
- Excellent written and verbal communication skills.
- Ability to remain calm and effective when managing urgent situations and escalations.
- High attention to detail and commitment to accuracy.
- Strong customer service orientation and problem-solving capability.
- Proficiency in Microsoft Office applications including Outlook, Excel, and Word.
- Experience using ATS, CRM, VMS, ticketing, or workforce management systems is advantageous.
- Ability to work independently and make sound decisions within established procedures.
- Flexibility to support out-of-hours, evening, weekend, and holiday operational requirements as required.
What We Offer:
- The opportunity to be part of a newly established Global Capability Centre in Hyderabad, supporting operational delivery across international markets.
- Exposure to a broad range of operational functions and global business processes across UK&I, Americas, and Asia-Pacific.
- A collaborative and supportive culture that values accuracy, reliability, and continuous improvement.
- Competitive compensation, structured performance framework, and clear career development opportunities.
- Maintain a thorough understanding of client-specific processes and requirements to ensure consistent OOH service delivery.
Click on Apply to know more.
