Senior Command Centre Analyst

Role Introduction

Reports to: Workforce Management and Continuous Improvement Manager

This role will play a critical role in managing the Global Command centre with a view to deliver Service levels and driving real time actions “on the day”.

As a Senior Command Center Analyst, you will be empowered to make routing, skilling decisions with a view to manage customer traffic and the channel mix in the most optimal manner. They would be responsible for co-ordinating action plans, Root Cause analysis with all CCD HUBs including third party BPOs. They will be responsible for monitoring queues, alerting management on deviations, intra-day service levels and deploying the optimisation matrix.

The key difference between Senior Command Center Analyst and Command Center Analyst is the level of decision-making and empowerment.

Key Responsibilities

Command Center Management

• Ensure that the daily call forecasts and FTE gaps are reviewed at half hourly interval levels
• Monitor and manage real time queues with a view to maintain service levels
• Ensure that the skills are mobilised to meet the demand across channels
• Service level/ Shrinkage/ productivity issues are flagged off and addressed in a timely manner
• Work closely with the different HUBs and BPO sites and ensure action plans are followed up, net staffing meetings are held in a weekly manner
• Maintain skills repository and ensure training plans are influenced to maintain right balance between various channels/ skills
• Ensure incidents are reported for all sites and impact captured
• Circulate intra-day reports and implement optimisation matrix
• Optimise occupancy and agent investment time

Reporting and Management Information(MI)

• Update and circulate daily and intra- day dashboards on service levels, shrinkage , FTE gaps for management attention; ensure that weekly dashboards are created for the net staffing meetings and shared with sites ahead of time

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 Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

个人信息和申请程序

国泰航空致力推动平等就业机会。申请人提供的个人数据将严格依据公司的《个人信息收集声明》仅供招聘所用。申请人如八周内尚未获取进一步通知，可视为此次申请不成功。我们保留您的信息记录的时间，不会超过我们获取信息的目的和任何其他允许的相关目的所必需的时间。如果您的申请没有成功，我们将把您的详细信息保存在档案中，保存的时间将延长至处理您的申请所需的时间，或者在您同意的情况下，保存更长时间以匹配未来的工作机会。

個人資訊和申請程序

國泰航空致力於推動平等就業機會。申請人所提供的個人資料將嚴格依照本公司的《個人資料收集聲明》作招聘用途。若申請人在八週內未收到進一步通知，可視為此次申請未獲成功。我們保留您的資料記錄時間不會超過收集目的及其他合法相關目的所需的期限。若您的申請未獲成功，我們將把您的詳細資料保留在檔案中，保存期限將延長至處理申請所需的時間，或在您同意的情況下，保存更長時間以配對未來的工作機會。