HSBC Group

Business: Control Tower 1
Open positions:1
Role Title: Manager - Control Tower - PMT GSC's
Global Career Band: 6
Location (Country / City ): India/Bangalore
Recruiter Name : Shahen Taj

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.
• HSBC Global Control tower  is a 1st initiative of the group with state of art facilities to be used to provide centralized WFM services  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 Opportunity:

• The role holder shall be expected to solve complex technical/business problems on his/her own without involving his/her line manager.
• The role holder shall also be expected to be the primary SPOC for their assigned business partners for all project management, team management & administrative functions, In this role, they are supposed to set the agenda for the offshore team, and monitor progress against said agenda.
• Long and medium term forecasting and planning. 
• Reviewing the periodic review of shift patterns in line with all the call arrival patterns.

What you’ll do:

• This role within the Workforce Management job family supports various functions including Data Management, forecasting, long term/short term planning, Scheduling and reporting. 
• This role will be in a team that is expected to design, develop and execute management information as also capacity plans which will help business drive informed decisions. The incumbent would contribute in WFM deliverables that involve but not restricted to developing what –if scenarios and capacity plans, working on different analyses to support the different business functions would also be part of the job role. In-depth business knowledge across a breadth of functional areas and HSBC business units would be required to execute the job.
• Incumbent should be proficient in evaluating business problems and applications to develop enhanced business value and increase operating efficiency.
• The incumbent would be required to support specific group entity or and business geography.

What you will need to succeed in the role:

• 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

• 8+ Years in WFM for external candidates
• University Graduate with Mathematical or Statistical course work desired 
• 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. 

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