Role Introduction
Reports To: Manager – WFM and Continuous Improvement
This role is part of a global team in our Customer Care Department dedicated to providing peace of mind and building lifetime relationships through world class customer care.
As the Senior Command Center Analyst, you are empowered to make routing and skilling decisions with a view to managing customer traffic and the channel mix in the most optimal manner.
You will be responsible for coordinating action plans and conducting root cause analysis with all Customer Care Department HUBs, including third-party BPOs (Business Process Outsourcing). You will also monitor queues, alert management to deviations, track intra-day service levels, and deploy the optimization matrix.
Key Responsibilities
- Ensure that the daily call forecasts and FTE gaps are reviewed at half-hourly intervals
- Monitor and manage real-time queues to maintain service levels
- Ensure that skills are mobilized to meet demand across channels
- Flag and address service level, shrinkage, and productivity issues in a timely manner
- Work closely with different HUBs and BPO sites to ensure action plans are followed up and that net staffing meetings are held weekly
- Maintain a skills repository and ensure training plans are adjusted to maintain the right balance between various channels and skills
- Ensure incidents are reported for all sites and that impacts are captured
- Circulate intra-day reports and implement the optimization matrix
- Optimize occupancy and agent investment time
- Update and circulate daily and intra-day dashboards on service levels, shrinkage, and FTE gaps for management attention
- Ensure that weekly dashboards are created for net staffing meetings and shared with sites in advance
Requirements
- Tertiary level qualification (including Diploma holder) or equivalent
- Good command of written and spoken English, Cantonese and Mandarin
- Minimum 5 years’ operational experience in contact centers, Workforce Management experience highly desirable
- Mature with excellent interpersonal skills
- Dynamic personality with a focus on customer service and motivational skills
- Strong negotiation and problem solving skills
- Energetic and able to work under pressure
- Good organisational and time management skills
- Highly evolved analytical skills
- Willing to work on shifts (including overnight shifts and weekends)
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.
