Contact Centre Team Manager

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 CONTACT CENTRE SPECIALIST

Principal responsibilities

The business environment that we operate in however, is changing at pace with increased uncertainty and complexity which is leading to higher requirement on our resilience. We see imminent need to strengthen our resilience in the following areas so we become more agile and future fit.
• Uplift resource flexibility through load-balancing model.
• Embed cross product and cross channel resilient model and extend support to our customers.
• Accelerate technology deployment and deployment of continuous improvement projects for better customer and people experience.
• Timely delivery on new business direction and take action in simple and agile way.
• Provide sufficient support to our staff to ensure the right business outcome under right behaviour and proper business control.
• Demonstrate best-in-class customer service for all segment customers.

Requirements

• Excellent job knowledge across proposition and products.
• Excellent communication and interpersonal skills.
• Proficient in people management and staff engagement.
• Proficient in languages (English / Cantonese / Mandarin), proficient in English writing is a plus.
• Fair understanding on overall Contact Centre structure and how different department work together.
• Microsoft Office skills, knowledge or experience in data mining tool is a plus.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

HSBC is 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. 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.