Role Introduction
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.
Key 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
Requirements
- 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)
Personal & 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.
