Checker Acct Servicing and Mnt

hace 3 días

Azcapotzalco, México HSBC A tiempo completo

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join GSC 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 Center Team Manager**

**Description**

Lead Contact Center team to drive business performance through acquisition, coaching, growth and retention of customer relationships. Accountable for overall operational and service and sales activities of the team.

Support the effective implementation of a Wealth Management-led Premium Bank strategy to drive and grow profitable Premier and Jade relationships. This will be achieved through the consistent sale and servicing of financial service products. Accountable for achieving sales goals, profitability and performance goals.

This job will carry out the following tasks:

- Hiring, training, coaching, and leading Contact Center Agents as they provide support for high valued customers in a mostly remote environment with limited face-to-face interaction.
- Actively performance manage staff to maintain a high level of service quality and operational efficiency through analysis of business performance information (e.g. performance scorecards, quality reports)
- Provide coaching to staff with the objective of supporting their improvement in overall performance, service quality, and professional development.
- Support staff to effectively respond to customer queries and issues related to banking products and services.
- Support staff to resolve customer issues and concerns with using banking products such as Internet Banking and Mobile banking, including issues more technical in nature.
- Answering staff’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by frontline agents.
- Support and coach staff to effectively convert service contacts into opportunities to deepen the customer’s relationship with HSBC.
- Regular review of staff behaviors and compliance with regulatory standards and HSBC policies/procedures during interactions with customers and colleagues.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Investigate and identify solutions for issues which may be adversely affecting Contact Centrer performance and/or creating poor customer experiences.
- Keeps up to date on training and internal communications

Complete other responsibilities, as assigned.

**Requirements**:
**Qualifications**
- Minimum education requirement for Mexico Contact Center Team Manager (WPB)
- Minimum five years proven and progressive high volume call center operations experience or equivalent, including a minimum of three year's proven experience managing a team of customer facing staff is preferred
- Must be proficient in reading and writing in both Spanish and English
- Strong knowledge of transaction banking for domestic and international banking systems and clients.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages
- Strong coaching and leadership skills, ability to motivate employees.
- Knowledge of management principles and familiarity with company products, services, and policies.

Strong analytical skills.

You’ll achieve more when you join HSBC.

**Issued By HSBC Electronic Data Processing (India) Private LTD

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