Assistant Manager-WFM

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 Assistant Manager-WFM

Business: Contact Center Control Tower

Principal responsibilities

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
• Monitoring intra-day reporting, Volume distribution, and Email/social media and Chat of call center of particular region.
• Real-Time monitoring of call center activity
• Communication point between the Command Center and call centers
• Responsible for Real-Time allocation changes based on call center activities
• Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
• Generation, verification and distribution of service issues impacting call centers
• Co-ordinate with IT Support/operations to work on incident management.
• Responsible for coordination and execution of allocation changes needed during system maintenance or system outages
• Verification, summarization, and distribution of service issues intra-day, daily, weekly, and monthly.
• Creation and maintenance of reporting tools and templates
• Point of contact for shared/linked information between the Command Center, Traffic Desks, and Operations
• Responsible for all aspects of Command Center involvement during IT Maintenances
• Communicate staff and department performance metrics to management
• Responsible for call routing during planned and unplanned System Maintenances and IT issues

Requirements : 

• Customer Focus: An Individual demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: An Individual possess strong quantitative, analytical and technical aptitude skills.
• Drive for Results: An Individual possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: An Individual be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: An Individual demonstrate excellent interpersonal skills with all levels of University Graduate with Mathematical or Statistical course work
• Verbal and Written Communication: An Individual possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: An Individual demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Decision Quality: An Individual possess the ability to work independently, establish priorities and demonstrate good judgment skills.
• Dealing with Ambiguity:  Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
• University Graduate with Mathematical or Statistical course work
• MS Office.
• Flexible and should be able to work in 24*7 environment with extended hours.

What additional skills will be good to have?

• Experience within the field of WFM & Command center/Real Time Monitoring
• Call center Voice/Non-Voice (Chats, social Media) Metric Familiarity
• Ability to work under pressure and multitasker in dynamic situation

You'll achieve more at HSBC 

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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