Some Careers Shine Brighter Than Others.
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
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
Manager- Workforce Management.
In This Role, You Will
- Responsible for forecasting and capacity planning processes.
- Overseeing shift inflex and scheduling efficiency, shift planning, and schedule optimization, monitor intraday trends and drive course correction actions.
- Managing a team with/without direct reporters along with coaching them and sharing best practices, commanding knowledge over Erlang.
- Responsible for forecast accuracy, proactive mitigation, predictive, tactical solutions.
- Collaborate with Human resource and Finance on hiring and headcount planning & analyze volume trends, productivity, and operational metrics.
- Lead weekly operations reviews on staffing efficiency, service level agreement delivery & end to end stakeholder management for workfroce deliverables
- Handle Monthly and Quarterly service performance review with stakeholders and management
To Be Successful, You Will
- Knowledge of Genesys and other workforce management tools
- Exposure to statistical equation, strong Data analytical & statistical skills with additionall exposure to multi-channel environments (voice, chat, email, social)
- Power Business intelligence, structured query language, Hypertext Markup Language, and Python
- Need to possess at least a bachelor's degree
- 810 years of relevant experience, including team leadership.
- Expertise in WFM platforms (Genesys, etc.) & analytics tools
- Excellent data interpretation and storytelling & Strong stakeholder management & problem-solving skills.
You'll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
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.
- Issued By HSBC Electronic Data Processing (India) Private LTD***
