HSBC Group

Business: CT - Global Command Center
Open positions:1
Role Title: Lead Manager - Control Tower - GCC GSC's
Global Career Band: 6
Location (Country / City ): India/Bangalore
Recruiter Name : Shahen Tej

Why join us?

• The Command Centre Lead Manager will provide support to the Contact Centers for operational management of staffing - to ensure efficient utilization of call center agents to manage contact queues and optimizing & routing strategy for contact centers.  The role holder will be responsible for ensuring that calls are delivered to the most appropriate agents; calls are managed within agreed service targets and agent time is effectively utilized. 
• The role holder will also be responsible for the management of technical crisis situations, and will have direct responsibility for specific areas, working together with the operational teams to deliver the desired metrics.  This will also include supporting colleagues that are rolling out NGT to specific areas, or being directly involved in the role out.
• This position will be expected to provide support to the Workforce Management Team and all functions.

The Opportunity:

• NGT – Next Generation Telephony is a strategic infrastructure is a centralized IP technology provided by Genesys/Genesys Cloud with improved call/chat routing. NGT calls for a need to have a centralized command center which will manage all business functions, operation request and all other real time activities in an efficient and standard way. HSBC Global Command Center is a 1st initiative of the group with state of art facilities to be used to provide centralized command for all contact center for RBWM and HOST locations.
  The Primary function of command center is to enhance effectiveness by enabling our partners in delivering improved customer experience by optimizing resources every moment every day.
• The Real-Time Lead Manager will provide support to the Contact Center in the areas of floor monitoring, reporting, and tracking and will also be responsible to manage a team. This position will assist in making sure the real-time day to day responsibilities is supported, to include, but not limited to: monitoring queues; exception entries; skill sets; attendance tracking, monitoring voice mails, call out reporting, monitoring agents not ready, etc. The Lead Manager will monitor workforce systems to provide the team with accurate and timely data entry of scheduling, attendance, exceptions, and general time-off requests. This position will be expected to provide support to the Workforce Management Team and all functions.

What you’ll do:

• 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 
• Primary interface 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

What you will need to succeed in the role:

• Given the dynamic and ever-changing global business situation, the business area supported by this role is expected to steer the business priorities to best suit the situations. This may result in changing priorities for projects and analysis. The team is expected to meander through the same and continue to provide best quality solutions as relevant to the need. The incumbent of this role is expected to surmise the business priority and enable the effective delivery of projects and analysis.
• The role holder should understand the business problem and work within the realm of the overall Global Service Delivery and the HTS organization to deliver WFM solutions. 
• The role requires the individual to interact with stakeholders with little supervision. Therefore, it is important to be clear when explaining deliverables to others and ensure communication is structured and easy to understand 
• The role holder shall be expected to challenge the status quo and recommend solutions to drive automation and drive efficiency.
• Depending on the team size, there could be some people management related challenges which the incumbent would need to address and resolve.
• 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.

Qualification

• 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 Metric Familiarity
• Ability to work under pressure

Link to Candidate User Guide: 
https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
 

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. 
 

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