HSBC Group

Business: Contact center

Open positions:1

Role Title: CCSS Team Manager

Global Career Band: 7

Location (Country / City ): India/Bangalore

Recruiter Name : Surbhi jain

Why join us?

• Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

The Opportunity:

• Responsible for leading, coaching, motivating and developing a team of 13 to 14 team members in an inbound high voice Sales & Service Contact Centre environment.  Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators in line with our business strategies and regulatory requirements (i.e. scorecard). 

What you’ll do:

Accountable for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets)

What you will need to succeed in the role:

• Must be proficient in English
• Open to working flexible shifting schedules
• Must be flexible, customer centric, sales-driven and have the ability to thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order

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***