IVR Implementation, Contact center
3 weeks ago
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Manager IVR & Contact Centre
In this role, you will:
Lead the future state design for Contact Centre platforms including strategy for Contact Centre as a Service migration and AI opportunities Lead the global business strategy and stewardship of our IVR channel to both enhance customer experience and reduce operational cost Define global KPI targets, ambition, operational best practices and toolkits for the IVR leads in the markets Lead a matrix of different channel and functional stakeholders to optimise the IVR with the rest of the distribution model Define the strategic evolution from traditional DTMF IVRs into Conversational/AI/NLP virtual agents Input technical requirements to Technology teams to iteratively improve existing IVRs and design and implement Contact Centre of the future Collaborate with Product and Proposition value streams to understand requirements and to implement and optimise customer journeys Work with market Channels teams and Global Control Tower to improve performance of key metrics through playbooks and performance management RequirementsTo be successful in this role, you should meet the following requirements:
8-12 years of experience in Software Engineering with proven expertise in designing, developing and deploying Java based Subject matter expertise in IVR and the metrics and methodologies required to drive authentication, fulfilment and containment Good understanding of contact centre and digital technologies Experience of customer journey mapping, optimisation and an eye for continuous improvement Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions Strong interpersonal skills and ability to bring the organization/teams along with us on this journey Ability to drive agile change and innovation with respect to costs, revenue and service Understands how to navigate the matrix and drive integration opportunities Strong understanding of culture and experience positively driving culture Knowledge and experience of conversational AI considered a benefit Qualifications in Agile-
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