Gerente HR Contact Center

Job description

“HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference.

HSBC employees are commited to act with corageous integrity and standing firm for what is right. We are reliable, open to different ideas and cultures and connected with customers, community, regulators and with each other."

HR Contact Centre Manager

The Tier 1 Contact Centre Team Manager will manage a team of Tier 1 HR Contact Centre agents, handling employee and manager inquiries received via multiple channels. Inquires may include Employee Relations, Payroll, People Administration and Data (PAD), Benefits, Talent, Resourcing, Learning, and Performance Management. The Tier 1 CC Team Manager will be responsible for assisting agents with resolving the optimal level of tier 1 inquiries on first contact, and for understanding when it's appropriate to refer to tier 2. The Team Manager will also be expected to handle escalations, scheduling, training, coaching, and other duties as needed.

Main accountabilities:

· Actively coach and support the team to handle tier 1 inquiries efficiently and on first contact when possible, using appropriate knowledge management tools

· Abide by documented quality guidelines when handling inquiries

· Ensure staff schedules are optimized in order to meet established service level agreements

· Collect and share best practices and feedback from employees for continuous process improvements

· Handle multi-country and multi-product inquiries with accuracy and confidence

· Understand scope of services and escalate to tier 2 when appropriate

· Demonstrate a consultative approach and build effective relationships with peers and other HR professionals

Desired profile

Qualifications :

Requirements:

· 3+ years customer service and/or call center experience

· Human Resources Contact Center experience or equivalent a plus

· 1+ years people management experience

· Strong leadership, interpersonal, coaching, organizational, analytical, and problem-solving skills

· Must be proficient in language(s) required by the process – English

· Open to working flexible shifting schedules

· Must be customer focused and have the ability to thrive in a team environment seeking feedback and open to development

· Ability to work in a high-volume, fast paced environment is required

· Proficiency with personal computers and basic software packages and specialised applications

· Peoplesoft experience preferred

· Excellent verbal and written communication skills