Job Description

Job descriptionSome careers have more impact than others.If youxe2x80x99re looking for a career where you can make a real impression, join HSBC and discover how valued youxe2x80x99ll be.HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 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 realize their ambitions.We are currently seeking an experienced professional to join our team in the role of ASSISTANT MANAGER - CONTROL TOWER xe2x80x93 GCCPrincipal responsibilities

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
• Monitoring intra-day reporting, Volume distribution, and Email/Social Media and Chat of call center of particular region.
• Real-Time monitoring of call center activity.
• Communication point between the Command Center and call centers.
• Responsible for Real-Time allocation changes based on call center activities.
• Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
• Generation, verification and distribution of service issues impacting call centers
• Primary interface with IT Support/operations to work on incident management.
• Responsible for coordination and execution of allocation changes needed during system maintenance or system outages.

Requirements

• University Graduate with Mathematical or Statistical course work
• MS Office.
• Flexible and should be able to work in 24*7 environment with extended hours.

Youxe2x80x99ll achieve more at HSBCHSBC 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.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.xe2x80x9d***Issued By HSBC Electronic Data Processing (India) Private LTD***

HSBC