HSBC Group

Why join us?

We need people who are advocates of customer centricity; someone who puts the customers at the heart of everything that they do.  Someone who takes pride in delivering what is promised in line with our customer’s expectations and is focused on getting it right the first time.

The Opportunity:

The role holder will be responsible for carrying out the monitoring, forecasting, scheduling and analysis of call volume, patterns and trends in an accurate, timely and professional manner. The Operations support workforce optimization analyst is entrusted the responsibility of timely and accurate workload forecasting, regular scheduling that matches capacity requirements and support the contact center management by planning resources based on historical data, pertinent and business-oriented assumptions as well as strong forecasting, planning and analytical skills.

What you’ll do:

• Interaction with multiple customers using Conversational Banking Channels such as Web Chat and Messaging as well as Apple Busiuness Chat.
• Use knowledge of products, processes and procedures to address customer needs.
• Provide high quality customer contact by identifying additional needs for both existing and new customers, ensuring CIIOM brand values are upheld.
• Take ownership and initiative to complete necessary research to resolve the contact appropriately, with all efforts being made to support the customer in channel.
• Responsible for achieving individual key performance indicators.
• Ensure all activities, transactions and sales adhere to prevailing CIIOM and regulatory standards.
• Provide ongoing feedback to the Conversational development teams to improve customer experience.
• Acts as a role model for our Group Values and Behaviours (We Succeed Together, We Value Difference, We Take Responsibility, We Get It Done), supporting colleagues and customers to deliver superior customer service through these values.
• Values diversity amongst team.

What you will need to succeed in the role:

• The ability to speak and write Mandarin / Cantonese besides English.
• Extract data and generate periodic reports containing statistical information on a real time basis for the processes covered and proactively analyzes reports to determine course of action / solutions.
• Maintain data integrity in reports generated and tracking systems (workforce management systems).
• Analyze all workforce basic reports to identify trends and development areas and recommend appropriate actions to process owners through the workforce manager / Operations support manage.
• Coordinates with Operations and relating cross-functional departments (MCM, IT etc) in determining forecasted call volume and required staffing / resource levels for the processes covered.
• Have a solid understanding of all factors impacting the forecasting process and be able to communicate these information to the business partner, operations partner.
• Provides accurate and timeline MI (Management information) to facilitate action planning, decision making and problem solving within the department / Operational teams.
• Provide accurate data for billing / MIG.
• Displays expertise in forecasting by ensuring that all forecasting considerations are factored and determine / recommend appropriate solutions.
• Generate staffing schedules to optimize volume and resources available.
• Monitors Performance Level Agreement (PLA) adherence of the processes covered relating to workforce.
• Ensures accurate encoding of information in creating, generating and developing management reports.
• Ensures real time downtimes and system problems reported and escalated using the proper communication lines and channels.
• Modify, maintain, delete associate / employee profiles in workforce management system (when needed).
• Create and maintain historical models to ensure intraday, weekly and monthly information is updated as appropriate.
• Create and develop reports and organize program seating allocations and inform other areas of the business as to seating resources, capacity and utilization.
• Displays sound and accurate resource management  (as needed).
• Actively participates in system demonstrations concerning WFM / EWFM / Workforce Management Solutions.
• Seek continuous improvement in knowledge of pertinent procedures, workforce systems and solutions as well as industry trends in real time monitoring and call center management / contact center management.
• Consistently develops ones reporting skills and capabilities through knowledge gains on reporting solutions, software and techniques.
• Identify ways of improving service/adding value/ reducing costs in line with strategic aims.
• Compliance: Supports in maintaining HSBC operational risk and internal standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators; adheres to local law compliance as well.
• Manages time and resources efficiently by proper planning of tasks and responsibilities.

What additional skills will be good to have?

• Bachelor degree or equivalent experience an advantage. 
• Project management or call center management experience preferred. 
• Has a good grasp and understanding of capacity management in a call center environment.
• Has planning and organizing experience within current role. 
• Is computer literate, especially with office applications.
• Is good at prioritizing issues based on business requirements. 
• Can coordinate with multiple departments and individuals simultaneously. 
• Is up to date with current trends in capacity management and is able to balance the seating needs of a large call center company. 
• Communicates (verbal and written) well with colleagues as well as managers.
• Must demonstrate high analytical skills and keen sense to details.
• The roleholder works within technological and Full Time Employment (FTE) constraints. He/She should ensure processes and projects are successful with minimal resources.
• The role requires effective communication with different levels of the organization as well as different counterparts in other sites (GSCs, Business Partners, other entities) is highly employed in the role.

Link to Candidate User Guide: https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=cbff81231bbd2c10fd5ac9df1d4bcbac

You’ll achieve more at HSBC 

HSBC is 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. 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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* The information contained in this job description is a true and accurate reflection of the job as specified.