Manager Workforce Management

Some careers shine brighter than others.

If youre looking for a career that will help you stand out join HSBC and fulfil your potential. Whether you want a career that could take you to the top or simply take you in an exciting new direction HSBC offers opportunities support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world with operations in 64 countries and territories. We aim to be where the growth is enabling businesses to thrive and economies to prosper and ultimately helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role ofManager - Workforce Management.

In this role you will:

• Responsible for forecasting and capacity planning processes.
• Overseeing shift inflex and scheduling efficiency shift planning and schedule optimization monitor intraday trends and drive course correction actions.
• Managing a team with/without direct reporters along with coaching them and sharing best practices commanding knowledge over Erlang.
• Responsible for forecast accuracy proactive mitigation predictive tactical solutions.
• Collaborate with Human resource and Finance on hiring and headcount planning & analyze volume trends productivity and operational metrics.
• Lead weekly operations reviews on staffing efficiency service level agreement delivery & end to end stakeholder management for workfroce deliverables
• Handle Monthly and Quarterly service performance review with stakeholders and management

To be successful you will:

• Knowledge of Genesys and other workforce management tools
• Exposure to statistical equation strong Data analytical & statistical skills with additionall exposure to multi-channel environments (voice chat email social)
• Power Business intelligence structured query language Hypertext Markup Language and Python
• Need to possess at least a bachelors degree
• 810 years of relevant experience including team leadership.
• Expertise in WFM platforms (Genesys etc.) & analytics tools
• Excellent data interpretation and storytelling & Strong stakeholder management & problem-solving skills.

Youll achieve more when you join HSBC.

is an equal opportunity employer committed to building a culture where all employees are valued respected and opinions count. We take pride in providing a workplace that fosters continuous professional development flexible working and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of but not limited to their gender or genetic information sexual orientation ethnicity religion social status medical care leave requirements political affiliation people with disabilities color national origin veteran status etc. We consider all applications based on merit and suitability to the role.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***