Assistant Manager - Work force Management (Realtime Management)

About the role

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.

What you'll do

• Conduct real-time monitoring of queues and skill sets, regardless of the location
• 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 and communication point between the Command Center and call centers
• Responsible for Real-Time allocation changes based on call center activities and mobilization of staff to meet call center service levels, allocation goals
• Generation, verification and distribution of service issues impacting call centers and act as primary interface with Information Technology Support/operations to work on…

What you need

• 2–5 yrs of experience
• Reporting
• Any graduate