Role Introduction
Reports to:Workforce Management and Continuous Improvement Manager
This role is part of the Global Command Center team, focused on optimizing service levels and ensuring efficient operations.
As a Senior Command Center Analyst, you will manage real-time actions to enhance service delivery on the day of operations. Your responsibilities will include making routing and skill decisions to effectively manage customer traffic, coordinating action plans, and conducting root cause analyses with various hubs, including external partners.
You will gain experience in operational decision-making and enhance your skills in process optimization. Your contributions will directly impact service efficiency and customer satisfaction.
Key Responsibilities
- Manage daily call forecasts and review staffing gaps every half hour
- Monitor real-time queues to maintain service levels
- Mobilize skills to meet demand across various communication channels
- Flag and address service level, shrinkage, and productivity issues promptly
- Collaborate with different hubs and external partners to ensure action plans are implemented and hold weekly staffing meetings
- Maintain a skills repository and influence training plans to balance channel needs
- Report incidents for all sites and capture their impact
- Circulate daily and intra-day reports, implementing the optimization matrix
- Optimize occupancy and agent utilization
- Update and share daily and intra-day dashboards on service levels and staffing gaps for management review
Requirements
- Tertiary level qualification or equivalent
- Proficient in written and spoken English, Cantonese, and Mandarin
- Minimum five years of operational experience in contact centers
- Experience in workforce management is highly desirable
- Mature individual with strong interpersonal skills
- Dynamic personality with a focus on customer service and motivation
- Strong negotiation and problem-solving abilities
- Energetic and capable of working under pressure
- Effective organizational and time management skills
- Highly developed analytical skills
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
