Assistant Manager - Control Tower - Global Command Center

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 - Control Tower - Global Command Center.

In this role, you will:

• Monitoring intra-day reporting, Volume distribution, and Email/social media and Chat of call center of particular region.
• Communication point between the Command Center and call centers, real-Time monitoring of call center activity. Responsible for Real-Time allocation changes based on call center activities.
• Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
• Co-ordinate with Information technology support/operations to work on incident management. Generation, verification and distribution of service issues impacting call centers
• 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.
• Point of contact for shared/linked information between the Command Center, Traffic Desks, and Operations
• Responsible for call routing during planned and unplanned System Maintenances and Information technology issues

To be successful, you will:

• University Graduate with Mathematical or Statistical course work
• Microsoft Office.
• Flexible and should be able to work in 24*7 environment with extended hours.
• Experience within the field of Workforce Management & Command center/Real Time Monitoring
• Call center Voice/Non-Voice (Chats, social Media) Metric Familiarity
• Ability to work under pressure and multitasker in dynamic situation

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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