Contact Centre Senior Department Manager - HIT-HASE INBOUND HIGH-SALES
- Guangzhou, Guangdong
- Contract
- Full-time
- Takes ownership of delivery of business specific process requirements.
- Creates a motivated, highly skilled team to enable operations to meet business objectives.
- Supports the site manager and as appropriate represents the contact centre in transformation projects.
- Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners.
- Local change support when introducing new interventions/procedures.
- Assist in driving the employee engagement to above best in class.
- Identify improvements to the people experience within the people strategy and leverage best practice.
- Analyses and interprets complex data and makes high quality and timely decisions within a business context. Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade offs.
- Ensures process training is completed in accordance with the training plans.
- Develops direct reports and ensures accuracy of the reports, programs and projects that are created within the team.
- Responsible for the end to end new hire experience and onboarding process.
- Maintain effective relationships with site leadership team and central global utility teams i.e. IT systems support.
- Provide support on people experience matters to site leadership to ensure people experience and engagement is maximized.
- Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.
- Conducts audit the auditor duties within the contact centre as required.
- Minimum of 2 years in a customer contact operational business, and/or related management experience with proven and progressive customer service experience or equivalent.
- Proficient in English and local language.
- Excellent interpersonal, oral and written communication skills required.
- Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
- Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
- Ability to work in a dynamic, high volume environment and
- Problem solving and Decision making skills.
- Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering , people focused culture that encourages the use of one’s own initiative to own and resolve customer issues.
- Open to working flexible shifting schedules.