Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.
Join us and discover just how far you can go!
Role Introduction
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
Customer Care
- Serve as the main contact for the Work Force Management team, including Forecasting & Planning, Scheduling and the Command Centre, handling local administrative and resource management tasks.
- Assist the Command Centre by monitoring volumes, advisor efficiency and service levels in real time, supporting channel mix strategy and required adjustments.
- Communicate local insights to the Central team, identify operational issues and propose improvements.
- Serve as the main contact for local site incidents, including technology issues, proactively updating the Command Centre on interaction surges, technical problems and disruptions in contact handling.
- Assist the Scheduling Team with roster preparation, including skill inventory maintenance, shift requests, annual leave collection and Agent Investment Time (coaching, briefings, trainings and meetings), and monitor execution as per the CCD Operating Rhythm.
- Share feedback on rostering, call arrival patterns and efficiency with the central team.
- Manage the leave planner, attendance, absenteeism, late logins, shift bidding, trump card processes and schedule exceptions, ensuring compliance, system updates and shrinkage control.
- Assist the Forecasting & Planning team by maintaining the training pipeline, coordinating headcount updates, recruitment status and supporting attrition forecasting.
- Join monthly Capacity Planning meetings with Work Force Management to provide headcount, recruitment and Site Admin updates.
- Provide support to Customer Care operations focusing on customer satisfaction, quality, productivity and key performance metrics.
- Promote collaboration, accountability and reliability, mentor advisors on best practices, coordinate on-site recruitment logistics and compile Daily/Weekly/Monthly reports.
IT Coordination & Asset Management
- Facilitate onboarding including ID creation, access cards and system access.
- Ensure timely creation and deletion of system access and entitlements for new hires and leavers (ARD, ARA, NCCS, FSE, CPP, SQPM and shared inboxes).
- Manage pre-training technical setup including login credentials, CLS, MSC, VMS, DOSSIER and BOMOSS access.
- Order, distribute, track and manage return of laptops and devices, maintaining accurate documentation.
Finance & Payroll
- Manage invoice processing for office utilities and services, including POs, MIGOs, One Time Vendors and vendor creation in SAP or related systems, ensuring timely payments.
People
- Support recruitment and selection by providing on-site logistics support.
- Support new joiners with guidance on leave management and transport facilities.
- Escalate transport issues and employee complaints, liaising with service providers.
Office Administration & Facilities Support
- Coordinate routine maintenance, fire safety inspections, equipment issues and office supplies.
- Liaise with housekeeping, building management and external vendors.
- Assist with entry permissions and parking for visitors and Cathay employees.
- Any other reasonable task as required.
Requirements
Knowledge, Skills, Training and Experience
- 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 five year of experience in a Contact Centre environment, including some exposure to Workforce Management, with at least two years as a Senior Advisor or Workforce Management Specialist.
- 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
- Candidates must have the legal right to live and work in India.
Benefits
https://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
- Travel Privileges on Cathay Pacific Airways Global Network
- Extensive well-being programs including health and employee assistance program benefits to help you stay well.
- Paid Leave
- If this position requires a uniform, a uniform allowance will be provided.
Personal & Application Information
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.
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.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.
All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.
