Wfm Leader

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 WFM LeaderProjects and analysis- Real-Time monitoring of call center activity, Oversee Incident Management, Responsible for mobilization- Oversee Incident Management handling of Command Centre Analysts- Responsible for call efficiency & SME knowledge of routing during planned and unplanned System Maintenance / Outage and IT issues. By the Contact Centre liaison with IT and the other technical teams to find the solutions for the contact centers. Creation of team processes and procedures- Working towards service level goals deploying course direct actions to identify and minimize risk- Workforce Planning for Short term and Long term- Scheduling resources as per demand- Suggest and implement optimization opportunities.- Act as an SME for the functional areaOperational Effectiveness & Control- Sets up quality control framework and ensures adherence and constant improvement.- Accountable to ensure quality and process control- Review, analyze, and present elements of planning & performance- Sets up QA/QC framework and ensures adherence and constant improvement.- Identify opportunities to streamline and drive automation as per business needs and operational efficiency goals- Ensuring action changes in real time to deliver best performance output and producing impact assessments and intraday performance scenarios resulting from non BAU circumstancesLeadership & Teamwork- Challenge and innovate ways of working to find best practice- Undertake various adhoc projects relating to service level management and / or call journeys, including liaising with and managing expectations of various different stakeholders such as Site Heads, Project Managers and other WFM members.- Uphold the highest level of integrity and act as a role model for all HSBC values and business principles.- Demonstrate a commitment to excel and perform to the highest standards.- Develops business and technical knowledge of team members and identifies opportunities of improvement.- Develop and maintain working relationships and work well with all levels of management and business partnersRequirementsRole ContextNGT - Next Generation Telephony is a strategic infrastructure to replace the existing Aspect ACD call delivery platform with a standard centralized IP technology provided by Genesys with improved call routing. NGT calls for a need to have a centralized command center which will manage all business functions, operation request and all other real time activities in an efficient and standard way.HSBC Global Command Center is a 1st initiative of the group with state of art facilities to be used to provide centralized command for all contact center for WPB and HOST locations.The Primary function of command center is to enhance effectiveness by enabling our partners in delivering improved customer experience by optimizing resources every moment every day.They will be expected to adopt a flexible approach in terms of working hours.You’ll achieve more when you join HSBC.