Global Contact Centre Resources Management Analyst

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Location: Hong Kong
Job type: Permanent
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Sector: Airport
Job Role:

Department: Global Contact Centre

Reports to: Assistant Manager - Global Contact Centre Bussiness Efficiency

Job Level: A

This role will be responsible for providing call volume, manpower forecasting and timely generation of management reports & recommendation to optimize resources in supporting the operation of Global Contact Centres (GCC). He/She will ensure strategic goals are achieved through forecast modeling and effective resources planning.

Key Responsibilities

* Prepare forecasting of inbound call volumes and staff requirements based on historical trends and business growth objectives

* Maintain the Workforce Management System for forecasting and scheduling

* Assist to build manpower strategies that support multi-sites, multi-skilled contact centres

* Allocate people resources base on the forecast call volumes

* Identify and recommend scheduling improvement opportunities to improve performance and customer satisfaction

* Prepare resources analysis and propose improvement plan to GCC management team

* Shift duty may be required based on operation need

Requirements

* Tertiary education

* Knowledge and experience of contact centre operation and workforce management system

* Strong analytical and problem solving skill

* Ability to analyse information and produce reports and presentations

* Data sensitive, high level of attention to details and strive for quality output and continuous improvement

* Good written & verbal communication and interpersonal skills

* Ability to work under pressure and meet tight timelines

*

Fluent in written and spoken English and Cantonese

Application Deadline: 1 November 2017

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.
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