Senior Command Centre Analyst
5 days ago
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, 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 Senior Command Center Analyst and Command Center Analyst is the level of decision-making and empowerment. Key Responsibilities 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) Application Deadline: 25 November 2025 Personal & Application Information 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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Real-Time Command Center Lead—Routing
5 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeA leading airline company in Hong Kong is seeking a Senior Command Center Analyst to manage the Global Command Center operations. This role will involve monitoring service levels, coordinating action plans across various channels, and making key decisions to optimize customer traffic management. Ideal candidates will have at least 5 years of experience in...
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Revenue Analyst
5 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeAdd expected salary to your profile for insights Reports to: Assistant Manager Revenue Operations Department: Revenue Management Department As a Revenue Analyst you will be part of our team of dedicated and data-driven revenue analysts within our Revenue Management Department, the core of the airline business. Your responsibility is to maximize passenger...
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Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeSenior Solution Lead – Customer and Commercial Reports to: Head of IT Solutions – Customer and Commercial Join Cathay as a Senior Solution Lead in our Customer and Commercial Solution Centre. You will be the one to manage advanced IT systems that streamline customer platform for our people and enhance experience for our customers across our global...
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Solution Lead
3 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeSolution Lead (Senior Software Engineer) – Flight Operations Join Cathay Technologies (CTG) as a Solution Lead in our Flight Operations Solution Centre, where you will manage advanced pilot systems that streamline operations and enhance the experience for our people across our global network. You will be at the forefront of managing advanced pilot systems,...
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Senior Solution Lead – Event Streaming
3 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeAdd expected salary to your profile for insights Reports to: Application Manager - Integration Competency Centre Join Cathay as a Senior Solution Lead in our Integration Competency Centre. You will be the one to manage advanced IT systems that streamline operations for our people and enhance experience for our customers across our global network.Thrive in a...
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Solution Analyst – Subsidiaries
5 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeAdd expected salary to your profile for insights This position sits within the Information Technology (IMT) Department Subsidiary Solution Centre, specifically Vogue Laundry , one of our subsidiaries, which provides a seamless laundry experience designed to meet the highest standards of reliability and quality. The Subsidiary Solution Centre is committed to...
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Solution Lead
5 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeOverview Department: Information Technology (IMT) Join Cathay as a Solution Lead in our Solution Centre. You will be the one to manage advanced IT systems that streamline the operations for our people and enhance experience for our customers across our global network. Thrive in a dynamic and agile environment that embraces AI and cutting-edge technologies....
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Service Availability Analyst
3 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeService Availability Analyst (24-month contract) You are required to support and assist the Service Availability team in the execution and monitoring of IT services availability agreed service levels to meet the needs and requirements of customers and users. You also use your deep technical knowledge and subject‑matter expertise to understand long‑term...
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Solution Analyst – Technical
5 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeSolution Analyst – Technical (ABAP) (24-month contract) This role is part of the Solution Centre in our Information Technology (IMT) department who strive for continuous improvements so that we can provide you with a seamless experience with Cathay. As the Solution Analyst, you will play a crucial role in translating business requirements into functional...
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Solution Lead – Cargo
5 days ago
Tung Chung, Hong Kong SAR China Cathay Pacific Airways Ltd Full timeJoin Cathay as a Solution Lead in our Cargo Solution Centre. You will manage advanced IT systems that streamline air cargo operations, enhancing experiences for customers across our global network. Thrive in a dynamic, agile environment that embraces AI and cutting‑edge technologies. Our culture fosters teamwork and progressive thinking, with an internal...
