Role Introduction
In this role, you are responsible for providing high-quality, accurate, and timely administrative support to both the Customer Care Department and the Centralised Work Force Management team, helping them achieve departmental objectives in alignment with the organisation’s operating practices.
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.
- Share feedback on rostering and call arrival patterns with the 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.
- Provide support to Customer Care operations as needed, with a focus on achieving customer satisfaction, quality, productivity and key performance metrics
- Emergency and Accident and Crisis Response responsibilities as required
- Support onboarding and offboarding processes, including ID and access card management. Prepare monthly and ad-hoc shift-hour reports, allowances, and payroll-related submissions.
- Calculate monthly salaries for Customer Contact Team members, including leave, overtime, and performance awards.
- Manage invoice processing for office utilities, services, training and other expenses.
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 and strong sense of responsibility
- Good communication and interpersonal skills
- Good command of written and comprehensive English
- Minimum of 2 years’ experience in a 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
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.
