HSBC Group

Manage the Customer Service areas to provide quality telephone service in customer perception and the achievement of all sales AOP products in your subdirectorate.

Participate in the task of identifying operational risks, and implementing mitigation plans for the proper operation of the area.

Main Responsibilities 

• Establish, define and promote project priorities that optimize resources in the Contact Center.
• Maintain a permanent relationship with the different lines of business.
• Generate value proposals to the business and the Contact Center for continuous improvement of the service.
• Ensure quality of service.
• Use the information system to know the customer's perception and take actions to improve it.
• Define and guarantee the strategy of each means of access that includes service, sales, staff well-being, development of managers, supervisors and Contact Center analysts.

Leadership and Teamwork  

• Analysis and improvement of processes that have the purpose of providing customer service.
• Generate actions that allow staff to obtain bonuses and incentives according to their performance.
• Establish a management model that ensures the well-being of staff (vacations, work environment, growth, personal development).
• Carry out actions that promote the well-being and growth of staff.
• Ensure a healthy work environment with all employees under your responsibility.

• Bachelor's degree or Engineering (Specialty or Postgraduate degree desirable).
• Master contact center metrics for decision making.
• Intermediate English (Desirable).
• Office Management (Medium).
• Management of institutional systems.

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.