Manager – Dialler / WFM, HSBC

HSBC

Location:
Mexico, Azcapotzalco

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The role involves managing the collection of delinquent customers and generating income for the bank through sales activity using multiple contact channels such as Dialler, Workforce Management, Inbound, and Digital channels. Responsibilities include ensuring technical advancements, handling high call volumes, creating team motivation, executing complex strategies, ensuring operational efficiency, and overseeing predictive dialler systems.

Job Responsibility:

Understand technical advancements in a fast-paced, global marketplace, and ensure HSBC remains at the forefront
Handle a high volume of calls with a direct impact on the Bank’s P&L
Create a motivating atmosphere for the team
Execute complex contact strategies to meet customer demands
Act as a subject matter expert on the assigned contact management technology
Support daily execution tasks and project-related support on contact management channels
Communicate opportunities and potential gaps to the management team
Provide guidance and resolution for identified issues
Improve efficiency and profitability through effective contact strategies and efficient use of operations staff
Oversee application of Contact Technology strategies and control system changes affecting predictive diallers and contact channels

Requirements:

Proficient in the use of software products used within HSBC. Includes Microsoft Office
An in-depth understanding of the Contact Technology system and its capabilities
An excellent understanding of the Data environment
Understands the function of in-house systems and processes, or alternatively knowledgeable of similar systems within a similar organization
Has an excellent knowledge of the credit life cycle and understands the market positioning of HSBC products
Has substantial experience of the HSBC operations environment or a similar environment in another organization
Graduate level qualification preferred or related experience in workforce management and managing teams (3-5 years’ experience)
Experience in using Aspect and Genesys
Bachelor’s degree

What we offer:

Greater number of leave days for personal events
Paid leave package for well-being, balance, and care
Culture of inclusiveness and diversity
Continuous professional development
Flexible working opportunities

Additional Information:

Job Posted:
May 01, 2025

Expiration:
May 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Manager – Dialler / WFM

HSBC

Location:Mexico, Azcapotzalco

Category:Banking

Contract Type:Employment contract