Job Description: Coach, motivate and lead an experienced, diverse and complex contact centre team to deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation. Support operational delivery of the contact centre. Fully Accountable for the level of service provided to our customers though contact centre teams. Delivered by establishing and maintaining a robust operational, financial and risk management infrastructure which will minimize cost and protect the HSBC brand reputation and delivering scorecard measures. Job Responsibilities: Communicate and oversee all operational requirements and changes to teams to ensure effective implementation Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met. Plan and prioritise work appropriately e.g. considering importance, urgency, customer and business impact Contact centre and individual teams achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, AHT, ASA, operational risk etc.) Effectiveness of monitoring and analyzing MI, which leads to sound decision making around recruitment, retention and development of staff Maintain cost center accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a fully documented business case Job Details: Company: HSBC Vacancy Type: Full Time Job Location: Cairo, Egypt Application Deadline: N/A Apply Here getyourvacancy.com
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