Assistant Manager, Contact Centre Sales Planning and Management - Contact Centre Business

Job description

Some careers open more doors than others.

If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers' different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high caliber professional to join our team as Assistant Manager, Contact Centre Sales Planning and Management .

Principal responsibilities ​

·
Validate performance plan assigned to the contact center channel

·
Distribute performance plan across the Contact Centre including the setting of minimum standards at all levels across Contact Centre sites

·
Coordinate and implement staff incentive framework

·
Review ongoing performance and operation process, providing and implementing recommendations for improvements

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Ensure standardization of the operating model on an ongoing basis

·
Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.

·
Drive a high performance culture through strong leadership and effective people management

·
Ensure performance management processes are effective and propose improvements or efficiencies as required

·
Adhere external regulatory requirements, internal control standards and group compliance policy

Desired profile

Qualifications :

Requirements ​

· 
Bachelor Degree Qualification

· 
Good understanding of call center dynamics e.g. processes and systems used, products, performance and reward structures, customer services metrics, agent skills and training, regulatory requirements,

· 
Good performance management skills and experience preferably within a contact center environment

· 
Good effective communication, inter personal and negotiating skills

· 
Good decision making and problem solving ability

· 
Strong judgmental skills to identify and resolve problems

· 
Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills

· 
Ability to motivate and lead people, employing appropriate management styles

· 
Good Excel and PowerPoint knowledge

You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC 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. 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.