Control Tower Manager

About the role

HSBC is seeking an experienced Control Tower Manager to lead forecasting, capacity planning and workforce management for its contact centre operations. You will drive efficiency, ensure service level compliance and support strategic hiring decisions.

Key responsibilities

• Develop and maintain forecasting and capacity planning processes, ensuring high forecast accuracy.
• Oversee shift flexibility, scheduling efficiency and intraday trend monitoring.
• Manage a team (direct reports optional), coach members and share best practices.
• Collaborate with HR and Finance on headcount planning and hiring.
• Lead weekly operational reviews on staffing efficiency and SLA delivery.
• Maintain documentation, governance and continuous‑improvement initiatives, including automation.
• Handle monthly and quarterly service performance reviews with stakeholders.

Required profile

• 8–10 years of workforce management experience, including team leadership.
• Bachelor’s degree or higher.
• Proven expertise with workforce management platforms (e.g., Genesys) and analytics tools.
• Strong data interpretation, storytelling and stakeholder‑management skills.
• Experience in multi‑channel environments (voice, chat, email, social).

Required skills

• Genesys or similar workforce management tools
• Power BI
• SQL
• HTML
• Python
• Erlang
• Excel
• Statistical analysis and modeling

What we offer

• Opportunities for career growth within a global banking leader.
• Supportive, inclusive workplace with flexible working options.
• Competitive benefits and professional development programs.