Resources Management Analyst
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
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Location: Hong Kong
Role Introduction
Reports to: Assistant Manager Business Efficiency
This job position is responsible for providing call volume and manpower forecasts, timely generation of management reports and recommendations to optimise resources in supporting the operation of Global Contact Centre (GCC). This position will ensure that strategic goals are achieved through forecast modelling and effective resources planning.
Role Introduction
Reports to: Assistant Manager Business Efficiency
This job position is responsible for providing call volume and manpower forecasts, timely generation of management reports and recommendations to optimise resources in supporting the operation of Global Contact Centre (GCC). This position will ensure that strategic goals are achieved through forecast modelling and effective resources planning.
Responsibilities
- Forecast inbound call volumes and staff requirements based on historical call trends and business growth objectives
- Maintain the workforce management system for forecasting and scheduling
- Assist in building staffing strategies that support multi-sites and multi-skilled contact centres
- Allocate staff resources based on the predicted call volumes
- Identify and recommend scheduling improvement opportunities to improve performance and staff and customer satisfaction
- Act as the Subject Matter Expert in determining requirement and logic setting for the Workforce Management System and for system improvement
- Maintain the workforce management system for forecasting and scheduling
- Assist in building staffing strategies that support multi-sites and multi-skilled contact centres
- Allocate staff resources based on the predicted call volumes
- Identify and recommend scheduling improvement opportunities to improve performance and staff and customer satisfaction
- Act as the Subject Matter Expert in determining requirement and logic setting for the Workforce Management System and for system improvement
Requirements
- Tertiary level qualification
- Minimum 2 years’ relevant experience, preferably in a Contact Centre
- Thorough understanding of contact centre operations and experience in using workforce management systems
- Strong analytical and problem solving skills
- Ability to analyse information, produce reports and give presentations
- Excellent attention to details and strive for quality
- Good written and verbal communication and interpersonal skills
- Ability to work under pressure and meet tight timelines
- Minimum 2 years’ relevant experience, preferably in a Contact Centre
- Thorough understanding of contact centre operations and experience in using workforce management systems
- Strong analytical and problem solving skills
- Ability to analyse information, produce reports and give presentations
- Excellent attention to details and strive for quality
- Good written and verbal communication and interpersonal skills
- Ability to work under pressure and meet tight timelines
Salary
Negotiable
Benefits
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Validity
Expired