Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
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 Lead Manager - Contact Flow Management
Principal responsibilities
As a Lead Manager – Contact Flow Management, you'll work within Contact Centre, to conceive, develop and produce effective Call routing, Interactive voice response. automated & Call routing responses to customer enquiries.
Design, configure, and implement Call routing solutions.
IVR designing and governance for all global markets.
Collect, analyze and interpret data to produce regular and ad-hoc reports that support business decision making and track performance against key objectives.
Migration Deployment & Project Management of Control Centre Technology
Business as Usual Requests & Resolving Defects/Fixing Issues
Representing business in Daily Stand-ups and other PoD level Agile ceremonies.
Verint/ Call recording Subject Matter Expert.
Requirements
Proficiency in excel and data visualization tools along with strong data analysis, problem solving and attention to detail. (Preferred: Power BI, SQL, Python, etc)
Good understanding of contact centre and digital technologies.
Strong stakeholder management skills with the ability to build relationships, manage expectations and drive consensus across cross functional teams.
Experience of customer journey mapping, Optimization, and an eye for continuous improvement.
Ability to set clear strategic directions that are 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.
Knowledge and experience of conversational AI considered a benefit.
Bachelor’s degree in technology discipline or related field preferred.
Experience in project management, agile methods etc.
Acquaintance with Natural Language Call Steering Master Tagging Sheet (NLCS MTS) and how to update.
Good knowledge of the voice bot technologies, including their design, implementation and integration into business processes
Proactive in staying current with the latest trends and advancements in voice technologies for contact centers.
You’ll achieve more when you join 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***