Analyst – Dialler, HSBC

HSBC

Location:
Mexico, Azcapotzalco

Category:
Call Center

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The role involves managing multiple contact channels such as Outbound Dialler, Workforce Management, Inbound, and Digital channels for collections, sales, fraud, and contact center. It requires proficiency with HSBC systems and software, advanced skills in English communication, influence, numeracy, adaptability, and experience in a technical and dynamic contact environment. Candidates should have a strong understanding of contact management channels and a commitment to achieving metrics.

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
Bachelor’s degree

Nice to have:

A good contact channel related background is preferred to address all 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

What we offer:

Greater number of leave days for events such as weddings, family care, or bereavement
Paid leave package at the forefront in Mexico
Continuous professional development
Flexible working
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
May 03, 2025

Expiration:
May 16, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Analyst – Dialler