Job description
Business: RBWM / WPB
Open positions: 1
Role Title: AVP – CONTROL TOWER - CAT GSC’s
Global Career Band: 5
Location: (Country/City) : Bangalore
Recruiter Name : Surbhi Jain
Why join us?
- Our Contact Centers today are working with more and more technologies to help assist our customers. As a result, there is a need to help support the Contact Centers with the technology while liaising with the IT Technical Teams who support these technologies.
- The purpose of the Centralized Administration AVP role is to achieve the Genesys Strategy set for HSBC for addition of new features, the administration and enhancement of current features and the use of multichannel functions like chat and email. Additionally, the Centralized Administration AVP role will also support other contact centre technology administration needs for IVR, Live Person, GWFM and other digital channels.
The Opportunity:
- This role will help to ensure business optimization as it relates to the Genesys, Live Person and GWFM platforms. It is a critical link between Genesys, Contact Center Business & IT relationship as, but not limited to, changes are needed to Pulse real-time screens based on the Group design, to create new skills and new call flows, messages for customers, creation and/or modification of agent groups and administering permissions, while working closely with the Global Command Center and IVR teams. This role also works alongside People Experience and Customer Experience providing capacity to enhance our people and propositions technology
What you’ll do:
- Lead a team of ~10 FTE to support the Contact Centre Business, we - Centralized Administration team help the Contact Centre’s Globally manage key responsibilities with the technologies utilized.
- Deployment of CCaaS solution across all markets supported by Control Tower
- Technology Enhancements & Optimization (Genesys, Live Engage)
- Business as Usual Requests & Resolving Defects/Fixing Issues
- Migration Deployment & Project Management of CC Technology
Requirements
What you will need to succeed in the role:
- Proven decision making and people management skills
- Good organizational, analytical, problem-solving and verbal and written communication skills.
- Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles
- Proven ability to use MS Office tools like Excel, Word & PowerPoint.
- Demonstrate high energy levels, flexibility, enthusiasm and willingness to learn
- Bachelor’s degree in any discipline or related field preferred.
What additional skills will be good to have?
- Experience in Call routing technology and ACD’s would be an added advantage.
- Experience within the field of Routing management, WFM & Command center
- Knowledge in Genesys Systems and technology
- Stakeholder and Project management
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***
Recruiter name
Surbhi Jain
Recruiter email
surbhi1.jain@hsbc.co.in