Job Description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join 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 62 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.
We are currently seeking an experienced professional to join our team in the role of ASSISTANT MANAGER - CONTROL TOWER – GCC
Principal responsibilities
- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
- Monitoring intra-day reporting, Volume distribution, and Email/Social Media and Chat of call center of particular region.
- Real-Time monitoring of call center activity.
- Communication point between the Command Center and call centers.
- Responsible for Real-Time allocation changes based on call center activities.
- Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
- Generation, verification and distribution of service issues impacting call centers
- Primary interface with IT Support/operations to work on incident management.
- Responsible for coordination and execution of allocation changes needed during system maintenance or system outages.
