Contact Centre Team Manager

As a Contact Centre Team Manager at HSBC, you will play a crucial role in coaching and developing individuals to enhance their performance and support their career growth. Your understanding of Operational Risk, Compliance norms, and Audit requirements will be essential to ensure the Contact Centre operates effectively. Your adaptability and flexibility to changes, along with your domain knowledge, will contribute to the success of the team. Key Responsibilities: - Prioritizing, planning, and organizing tasks effectively - Coaching and developing team members to improve performance and support career growth - Ensuring compliance with Operational Risk, Compliance norms, and Audit requirements - Adapting to changes in the Contact Centre environment - Utilizing Contact Centre experience and knowledge of INM processes Qualifications Required: - Sound understanding of quality and customer satisfaction measures in a Contact Centre environment - Excellent leadership skills to motivate the team under pressure - Strong written and verbal communication skills - Proficiency in operational support, resourcing, administration, and IT Helpdesk - Advanced Excel & VBA skills, along with knowledge in MS Office applications - Willingness to work in the office all 5 days a week for the initial 6 months of the role At HSBC, we are dedicated to creating a culture where every employee is valued, respected, and their opinions matter. We provide a supportive workplace that encourages continuous professional development, flexible working arrangements, and opportunities for growth in an inclusive and diverse environment. Your personal data will be handled in accordance with our Privacy Statement available on our website. Join HSBC and be part of a team that is committed to making a positive impact on individuals, businesses, and economies worldwide. As a Contact Centre Team Manager at HSBC, you will play a crucial role in coaching and developing individuals to enhance their performance and support their career growth. Your understanding of Operational Risk, Compliance norms, and Audit requirements will be essential to ensure the Contact Centre operates effectively. Your adaptability and flexibility to changes, along with your domain knowledge, will contribute to the success of the team. Key Responsibilities: - Prioritizing, planning, and organizing tasks effectively - Coaching and developing team members to improve performance and support career growth - Ensuring compliance with Operational Risk, Compliance norms, and Audit requirements - Adapting to changes in the Contact Centre environment - Utilizing Contact Centre experience and knowledge of INM processes Qualifications Required: - Sound understanding of quality and customer satisfaction measures in a Contact Centre environment - Excellent leadership skills to motivate the team under pressure - Strong written and verbal communication skills - Proficiency in operational support, resourcing, administration, and IT Helpdesk - Advanced Excel & VBA skills, along with knowledge in MS Office applications - Willingness to work in the office all 5 days a week for the initial 6 months of the role At HSBC, we are dedicated to creating a culture where every employee is valued, respected, and their opinions matter. We provide a supportive workplace that encourages continuous professional development, flexible working arrangements, and opportunities for growth in an inclusive and diverse environment. Your personal data will be handled in accordance with our Privacy Statement available on our website. Join HSBC and be part of a team that is committed to making a positive impact on individuals, businesses, and economies worldwide.