Contact Center Team Leader

If you're looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you'll be.

HSBC is one of the largest banking and financial services organizations 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 realize their ambitions.

Role purpose:

Contact Center Team Leader 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.

Main activities:

• 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 Center performance and/or creating poor customer experiences.
• Keeps up to date on training and internal communications

Requirements:

• Minimum three 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
• High school diploma and/or some university studies.
• Advanced English (required).
• 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.

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

At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

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 Process Mexico Private LTD***