Command Center Analyst

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 of Command Center Analyst.

Our Contact Centers today are working with more and more technologies to help assist our customers. As a result, there is a need to help support the Contact Centers with the technology while liaising with the IT Technical Teams who support these technologies.

The purpose of the role is to achieve the Genesys Strategy set for HSBC for addition of new features, the administration and enhancement of current features and the use of multichannel functions like chat and email. Additionally, the role will also support other contact centre technology administration needs for IVR, Live Person, IKnow, GWFM and other digital channels.

The Command Centre Assistant Manager will provide support to the Contact Centers for operational management of staffing - to ensure efficient utilization of call center agents to manage contact queues and optimizing & routing strategy for contact centers. The role holder will be responsible for ensuring that calls are delivered to the most appropriate agents; calls are managed within agreed service targets and agent time is effectively utilized.

• Monitoring intra-day reporting, Volume distribution, and Email/Social Media and Chat of call center of particular region.
• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
• Real-Time monitoring of call center activity.
• Communication point between the Command Center and call centers.
• Responsible for Real-Time allocation changes based on call center activities.
• Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
• Generation, verification and distribution of service issues impacting call centers.
• Primary interface with IT Support/operations to work on incident management.
• Responsible for coordination and execution of allocation changes needed during system maintenance or system outages.
• Verification, summarization, and distribution of service issues intra-day, daily, weekly, and monthly.
• Creation and maintenance of reporting tools and templates.
• Point of contact for shared/linked information between the Command Center, Traffic Desks, and Operations.
• Responsible for all aspects of Command Center involvement during IT Maintenances.
• Communicate staff and department performance metrics to management.
• Responsible for call routing during planned and unplanned System Maintenances and IT issues.