Senior Command Center Analyst (2024 new headcount)
Cathay Pacific
- 大嶼山東涌
- 長期
- 全職
- 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
- 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
- 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)
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