Assistant Manager - Work force Management (Realtime Management)

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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 Assistant Manager – Work force Management - Real Time Management

In this role, you will:

- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.

- Monitoring intra-day reporting, Volume distribution, and Email/Social Media and Chat of call center of particular region.

- Real-Time monitoring of call center activity and communication point between the Command Center and call centers

- Responsible for Real-Time allocation changes based on call center activities and mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.

- Generation, verification and distribution of service issues impacting call centers and act as primary interface with Information Technology Support/operations to work on incident management.

- Responsible for coordination and execution of allocation changes needed during system maintenance or system outages

- Verification, summarization, and distribution of service issues intra-day, daily, weekly, and monthly.

- Responsible for call routing during planned and unplanned System Maintenances and Information Technology issues

To be successful, you will:

- Customer Focus: An Individual demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.

- A minimum of graduation along with 2-5 years of experience in the relevant domain is required

- Functional/Technical Skills: An Individual possess strong quantitative, analytical and technical aptitude skills.

- 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

- 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.

- Problem Solving: An Individual demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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.”

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