Manager - Control Tower, GPT Lead

Job Title :Manager - Control Tower, GPT Lead

The Manager – WFM oversees a team of analysts and planners to ensure accurate forecasting, scheduling, and capacity alignment across multiple business functions. The role ensures business continuity, SLA achievement, and productivity optimization

This role requires the incumbent to plan and execute the assigned projects/ analysis as per the agreed timelines and with accuracy and quality. 

In this role , you will:

• Responsible for forecasting and capacity planning processes.
• Overseeing shift inflex and scheduling efficiency
• Overseeing schedule generation, shift planning, and schedule optimization.
• Managing a team with/without direct reporters along with coaching them and sharing best practices.
• Responsible for forecast accuracy
• Responsible for proactive mitigation, predictive, tactical solutions.
• Analyze volume trends, productivity, and operational metrics.
• Collaborate with HR and Finance on hiring and headcount planning.
• Lead weekly operations reviews on staffing efficiency and SLA delivery.
• Responsible for long-term/Mid-term planning for capacity and Hiring plan.
• Monitor intraday trends and drive course correction actions.
• Maintain documentation and governance on all WFM processes.
• Driving efficiency of the current process through automation or continuous improvement in existing process.
• End to end stakeholder management for WFM deliverables.
• Handle Monthly and Quarterly service performance review with stakeholders and management
• Commanding knowledge over Erlang

To be successful, you will:

• Knowledge of Genesys and other WFM Tools
• Exposure to statistical equation.

Skills with Added advantage: -

• Power BI, SQL, HTML and Python
• Strong Data analytical Skills
• Strong Statistical Knowledge

Skills & Qualifications: -

• Need to possess at least a bachelor’s degree
• 8–10 years of relevant WFM experience, including team leadership.
•  Expertise in WFM platforms (Genesys, NICE, etc.) & analytics tools (Excel, Power BI).
•  Excellent data interpretation and storytelling ability.
•  Strong stakeholder management & problem-solving skills.
•  Exposure to multi-channel environments (voice, chat, email, social).

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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.”

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