- Experience within the field of WFM & Command center/Real Time Monitoring (For WFM span). A good contact channel related background is preferred in order to address all of the technical considerations that the role demands (For Dialer span)
- Call center Voice/Non-Voice Metric Familiarity is desirable.
- University Graduate with Mathematical or Statistical course work
- MS Office.
- Flexible and should be able to work in 24*7 environments with extended hours.
- Proficient in the use of software products used within HSBC, including Microsoft Office.
- Understands the function of in-house systems and processes, or alternatively knowledgeable of similar systems within a similar organization.
- Has proven experience of the HSBC operations environment or a similar environment in another organization
- Demonstrates a strong understanding of the channels used by Contact Management.
- Good presentation skills
- At least 4 years of experience in contact management and digital technology
- Deep knowledge of all reporting tools used, and Analysis created for contact Management.
Skills
- Written and verbal communication.
- Influencing skills and ability to liaise with members of management.
- Numeracy skills.
- Attention to detail.
- Flexible and receptive to change.
- Able to work under pressure and meet deadlines.
- Understanding of procedures and systems.
- Exhibits role model behaviour.
- Demonstrates the ability to work with others.
