Analyst – Dialler, HSBC

HSBC

Location:
Mexico, Azcapotzalco

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The role involves managing contact channels like dialler, inbound, WFM, and digital across various strategies, supporting business operations like Collections, Underwriting, Fraud, Sales, and Contact Centre, while ensuring adherence to technical requirements and engaging positively with peers and customers.

Job Responsibility:

Ensure agreed metrics are achieved through proactive duty management
Execute / manage all channels including but not limited to (dialler, inbound, WFM, and digital) as appropriate for specific strategy needs across supported businesses
All contact channels applicable for any supported business with or outside of GCCS, this may include Collections, Underwriting, Fraud, Sales, and Contact Centre
To keep up to date with all technical developments / requirements of the job, developing new skills as required
Engage with peers and customers in a positive nature and consideration individual’s cultures, policies, and procedure
Actively participate in learning / training programs such as One Best Way
Support basic managerial items as directed by the manager
To execute joint projects in collaboration with other units.

Requirements:

Proficient in the use of software products used within HSBC, including Microsoft Office
Understands the function of in-house systems and processes, or alternatively knowledgeable of similar systems within a similar organization
Has proven experience of the HSBC operations environment or a similar environment in another organization
Demonstrates a strong understanding of the channels used by Contact Management
Graduate level education preferred
Good presentation skills
A good contact channel related background is preferred to address all of the technical considerations that the role demands
At least 4 years of experience in contact management and digital technology is preferred
Advanced English written and verbal communication
Influencing skills and ability to liaise with members of management
Numeracy skills
Attention to detail
Flexible and receptive to change. Should be able to work in 24*7 environment with extended hours
Able to work under pressure and meet deadlines
Bachelor’s degree.

What we offer:

A greater number of leave days to fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member
Paid leave package
Workplace fostering continuous professional development
Flexible working opportunities
Inclusive and diverse environment.

Additional Information:

Job Posted:
May 01, 2025

Expiration:
May 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Analyst – Dialler

HSBC

Location:Mexico, Azcapotzalco

Category:Customer Service

Contract Type:Employment contract