Contact Centre Team Manager

7 days ago

Hyderabad, Telangana, India HSBC Full time ₹ 60,00,000 - ₹ 1,20,00,000 per year

Job Title: Contact Centre Team Manager

Purpose of the role  

  • To provide Best in Class service from customers located within UK. Leverage this critical contact center inbound channel to identify needs of customers and offer products and services thus maximizing revenue for the Bank.

In this role, you will:

  • Responsible for leading, coaching, motivating and developing a team of 10-14 CCSS Representatives in an inbound and/or outbound high volume call center environment servicing various HSBC products and propositions.  Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (i.e. scorecard). 

To be successful you will:

  • Sound understanding of quality and customer satisfaction measures deployed in Contact Centre environment
  • Excellent leadership qualities, including ability to drive and motivate the team to deliver under pressure
  • Excellent written and verbal communication skills.
  • Good prioritizing, planning, and organizing skills.
  • Experience in coaching and developing individuals to improve on performance and helping them in their career growth
  • Understanding of Operational Risk, Compliance norms and Audit requirements from a Contact Centre perspective
  • Adaptable and flexible to change.
  • Domain Knowledge required.

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."

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***

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