Customer Contact – (Senior) Command Center 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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Reports to: Manager – WFM and Continuous Improvement
The Customer Contact Sr. 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”.
Sr. Analysts are 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 Sr. Command Center Analyst and Command Center Analyst is the level of decision-making and empowerment.
The Customer Contact Sr. 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”.
Sr. Analysts are 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 Sr. Command Center Analyst and Command Center Analyst is the level of decision-making and empowerment.
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
- 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 is a plus.
- 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)
- Candidates with less experience will be considered for the position of Command Center Analyst
- Good command of written and spoken English. Cantonese and Mandarin is a plus.
- 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)
- Candidates with less experience will be considered for the position of Command Center Analyst
Salary
Negotiable
Location
Validity
Expired