Senior Command Centre Analyst

2 weeks ago

hong kong, Hong Kong SAR China Cathay Pacific Full time

Reports to: Workforce Management and Continuous Improvement Manager This role 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”. As a Senior Command Center Analyst, you will be empowered to make routing and skilling decisions to manage customer traffic and the channel mix in the most optimal manner. You will coordinate action plans, root‑cause analysis with all CCD HUBs including third‑party BPOs, monitor queues, alert management on deviations, intra‑day service levels, and deploy the optimisation matrix. Key Responsibilities Ensure that the daily call forecasts and FTE gaps are reviewed at half‑hourly intervals. Monitor and manage real‑time queues to maintain service levels. Mobilise skills to meet demand across channels. Flag and address service level, shrinkage and productivity issues in a timely manner. Work closely with different HUBs and BPO sites to ensure action plans are followed up; hold net staffing meetings weekly. Maintain the skills repository and influence training plans to keep the right balance between channels/skills. Report incidents for all sites and capture impact. Circulate intra‑day reports and implement the 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, and FTE gaps for management attention; ensure 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 centres; Workforce Management experience highly desirable. Mature with excellent interpersonal skills. Dynamic personality focused 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). Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods. #J-18808-Ljbffr

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