Senior Command Centre Analyst

Job title: Senior Command Centre Analyst

Company: Cathay Pacific


Job description: Cathay Pacific Airways is an international airline registered and based in Hong Kong, flying to over 190 destinations around the world.We are proud of our home Hong Kong, where the company was founded in 1946. Our corporate headquarters are located at Hong Kong International Airport. We employ over 21,000 people worldwide.We are also a founding member of the oneworld global alliance whose combined network serves over 750 destinations worldwide.Reports to: Workforce Management and Continuous Improvement ManagerThis 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 ResponsibilitiesCommand 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)

Submission Deadline: 05 JUN 2025Personal & Application InformationCathay 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.For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298

Expected salary:

Location: Tung Chung, Hong Kong

Job date: Sat, 24 May 2025 07:49:26 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck