Role IntroductionReports to: Assistant Manager Customer Contact
As a Customer Care Resource Management Specialist you will actively support the Customer Care Department and the Centralised Work Force Management team to achieve department objectives by providing high quality, accurate and timely professional administration and assistance consistent with the operating practices of the organisation.
Key Responsibilities- Serve as the main contact for the Work Force Management team, including Forecasting & Planning, Scheduling and the Command Centre, handling all local administrative and resource management tasks.
- Assist the Command Centre by monitoring volumes and advisor efficiency in real time to maintain service levels across channels, support channel mix strategy, and adjust as needed.
- Communicate local insights to the Central team, identify operational issues, and propose potential improvements.
- Serve as the main contact for local site incidents, including technology issues. Proactively update the Command Centre on the interaction surges, technical problems, disruptions in contact handling, and assist with collecting feedback and overtime when required.
- Assist the Scheduling Team with roster preparation by maintaining an updated skill inventory and collecting shift requests and annual leave in line with local requirements and workforce needs.
- Support the Scheduling Team with Agent Investment Time, including coaching activities, briefings, trainings and meetings.
- Monitor coaching activities, briefings, trainings, and meetings as per the CCD Operating Rhythm, ensuring proper execution and supporting the Channel Experience team with coaching rate completion.
- Share feedback on rostering and call arrival patterns with central team to support improvement in efficiency.
- Manage the leave planner to meet local labour law requirements and ensure adequate resource availability according to operational needs.
- Assist the Forecasting & Planning team by maintaining the training pipeline to accurately forecast resource supply and coordinate headcount updates and recruitment status with local management and the People department
- Play a key role in attrition forecast by working closely with the Operations team.
- Join monthly Capacity Planning meetings with Work Force Management to provide headcount, recruitment and Site Admin tasks updates.
- Manage shift bidding and trump card processes for the site.
- Oversee attendance, absenteeism and late logins that impact workforce shrinkage and compliance with scheduling requirements
- Handle schedule exceptions according to the established procedure and confirm that updates are reflected in the system
- Provide support to Customer Care operations as needed, with a focus on achieving customer satisfaction, quality, productivity and key performance metrics
- Promote effective collaboration, cultivate a strong sense of dedication, reliability, and accountability, and offer guidance and support to enhance team performance
- Perform an active role in the recruitment process by coordinating on-site logistical support as and when required
- Serve as a mentor to advisors by promoting best practices for efficient interaction handling within the contact centre compilation and statistics of relevant reports (Daily/Weekly/Monthly)Emergency and Accident and Crisis Response responsibilities as required
Facilitate onboarding of new hires, including ID creation and access cards - Ensure timely creation and deletion of the system access and entitlements for new hires and leavers respectively, e.g.: ARD, ARA, NCCS, FSE, CPP, SQPM access and shared inboxes
- Manage pre-training technical setup including login credentials, CLS access, MSC, VMS, DOSSIER and BOMOSS configurations.
Requirements- Highly evolved analytical skills and numerically savvy
- Strong time management skills with the ability to prioritise and adapt to changing tasks
- Attention to detail
- Able to work independently
- Strong sense of responsibility
- Good communication and interpersonal skills
- Good command of written and comprehensive English
- Additional language can be desirable
- Minimum of 2 years’ experience in Contact Centre environment, including some exposure to Workforce Management
- Good understanding of key contact centre performance indicators, including occupancy, utilization, and service levels
- Proficiency in MS Office (Word, Excel, PowerPoint) and workforce management tools (Genesys, Elastic)
- Willing to work shifts and on weekends
BenefitsWe offer all our employees (and their travel nominees) discounted flights on Cathay Pacific, our oneworld partners and a variety of other airlines too. On top of that, youll also receive great discounts on hotels, car hire, transportation, dining and retail.
We also provide the ability for our office-based employees to work from home up to 3 days per week and access to our Employee Assistance Programme for our employees and their family members, as well as private health care and life insurance covered by Cathay.
Personal & Application InformationCathay 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.
