Manager - Control Tower- Lead

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 Manager- Control Tower- Lead

In this role, you will: 

• Responsible for forecasting and capacity planning processes. Analyze volume trends, productivity, and operational metrics.
• 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, proactive mitigation, predictive, tactical solutions.
• Lead weekly operations reviews on staffing efficiency and service level agreement delivery. Collaborate with human resources and Finance on hiring and headcount planning. 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 workforce management processes.
• Driving efficiency of the current process through automation or continuous improvement in existing process.
• 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 workforce management tools
• Exposure to statistical equation. Power Business intelligence, Structured query language, hypertext markup language and Python
• Strong Data analytical Skills, strong Statistical Knowledge
• Need to possess at least a bachelor’s degree, 8–10 years of relevant Workforce management experience, including team leadership.
• Excellent data interpretation and storytelling ability.
• Strong stakeholder management & problem-solving skills.
• Exposure to multi-channel environments (voice, chat, email, social).  Expertise in Workforce management platforms (Genesys, etc.) & analytics tools

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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