Job Description

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

In this role, you will:

The purpose of the Business Manager role is to provide expertise, To support the Global Contact Centre Business, we - Centralized Administration team help the Contact Centre's Globally look after three key responsibilities with the technologies we are utilizing. Technology Enhancements & Optimization (Genesys, Live Engage) Experience within the field of Routing management, workforce management & Command center Business as Usual Requests & Resolving Defects/Fixing Issues Strong troubleshooting skills for resolving system errors, data feed issues, and application programming interface failures Migration Deployment & Project Management of call centre Technology

To be successful, you will:

Good organizational, analytical, problem-solving and verbal and written communication skills. Proven ability to use Microsoft office tools like Visio, Excel, Word & PowerPoint. Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles Demonstrate high energy levels, flexibility, enthusiasm and willingness to learn, Bachelor's degree in any discipline or related field Mandatory. Microsoft Suite, working knowledge of Automation on visual basic application (Python is a plus), stakeholder and Project management Flexible to work in 247 environment with extended hours.
Experience in call routing technology and automatic call distributor would be an added advantage. Knowledge on interactive voice responses management, Knowledge in Genesys Systems and technology Experience within the field of Routing management, Workforce management & command centre.

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."

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.

Issued By HSBC Electronic Data Processing (India) Private LTD