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 hourMonitor real-time queues to maintain service levelsMobilize skills to meet demand across various communication channelsFlag and address service level, shrinkage, and productivity issues promptlyCollaborate with different hubs and external partners to ensure action plans are implemented and hold weekly staffing meetingsMaintain a skills repository and influence training plans to balance channel needsReport incidents for all sites and capture their impactCirculate daily and intra-day reports, implementing the optimization matrixOptimize occupancy and agent utilizationUpdate and share daily and intra-day dashboards on service levels and staffing gaps for management reviewRequirements
Tertiary level qualification or equivalentProficient in written and spoken English, Cantonese, and MandarinMinimum five years of operational experience in contact centersExperience in workforce management is highly desirableMature individual with strong interpersonal skillsDynamic personality with a focus on customer service and motivationStrong negotiation and problem-solving abilitiesEnergetic and capable of working under pressureEffective organizational and time management skillsHighly developed analytical skillsPersonal & 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.

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