CCSS Senior Team Manager, Inbound
Ho Chi Minh, -, VN, 700000
Some Careers Grow Faster Than Others.
If you’re looking for a career that will help you to 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.
International Wealth and Personal Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. International Wealth and Personal Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.
We are currently seeking a high caliber professional to join our team as CCSS Senior Team Manager, Inbound
Roles & Responsibilities:
Lead, manage and engage and develop a team of agents who provide front line support to existing and new customers. Ensure agents are working to individual schedules and providing exceptional customer experience.
The role holder is responsible to:
- Manage the performance statistics and ensure delivery against financial and qualitative targets
- Support unexpected crisis/ emergency response situations to ensure the impact on customer and the business is
- Conduct regular review of all call center agent’s performance and organize training sessions for under performers
- Guide the team to deal with and conclude a variety of customers queries and escalations to provide an effective resolution
Qualifications & Experience
- Bachelor Degree
- Two plus year experience in managing a team through coaching, mentoring, developing and motivating others
- Must be proficient in the English
- Open to working flexible shifting schedules
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages and specialised applications
- Excellent communication skills
- Problem solving and Decision making skills
Opening up a world of opportunity'
About HSBC Vietnam: https://www.about.hsbc.com.vn/vi-vn
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