Reports to: Manager – WFM and Continuous Improvement
The Customer Contact Command Center Analyst 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”.
Analysts are empowered to make routing, skilling recommendations 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 Sr. Command Center Analyst and Command Center Analyst is the level of decision-making and empowerment.
Command Center Management
Reporting and Management Information(MI)
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Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine. Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.