Company Description

Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose — to move people forward in life — begins with our own people.

Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit — and supported to grow through a meaningful career that moves with you.

If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.

Role Introduction

Reports to : CEC Manager

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

• Item 1 of 10, Act as the primary liaison between the local Customer Care team and central Workforce Management teams, supporting forecasting, scheduling, and command centre coordination.
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• Act as the primary liaison between the local Customer Care team and central Workforce Management teams, supporting forecasting, scheduling, and command centre coordination.Item 2 of 10, Monitor real-time contact volumes and advisor performance, adjusting resourcing to maintain service levels and channel efficiency.
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• Monitor real-time contact volumes and advisor performance, adjusting resourcing to maintain service levels and channel efficiency.Item 3 of 10, Communicate operational insights, identify issues, and recommend improvements to enhance workforce efficiency and service delivery.
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• Communicate operational insights, identify issues, and recommend improvements to enhance workforce efficiency and service delivery.Item 4 of 10, Coordinate and respond to site incidents, including system or technology disruptions, ensuring timely updates and resolution support.
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• Coordinate and respond to site incidents, including system or technology disruptions, ensuring timely updates and resolution support.Item 5 of 10, Support roster planning by maintaining skill inventories, collecting shift preferences, and aligning leave planning with labour laws and operational needs.
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• Support roster planning by maintaining skill inventories, collecting shift preferences, and aligning leave planning with labour laws and operational needs.Item 6 of 10, Track and manage attendance, absenteeism, late logins, and schedule exceptions to minimise workforce shrinkage and ensure compliance.
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• Track and manage attendance, absenteeism, late logins, and schedule exceptions to minimise workforce shrinkage and ensure compliance.Item 7 of 10, Contribute to forecasting and capacity planning through training pipeline tracking, headcount updates, and attrition insights in collaboration with operations teams.
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• Contribute to forecasting and capacity planning through training pipeline tracking, headcount updates, and attrition insights in collaboration with operations teams.Item 8 of 10, Produce and analyse daily, weekly, and monthly reports on workforce performance and operational metrics.
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• Produce and analyse daily, weekly, and monthly reports on workforce performance and operational metrics.Item 9 of 10, Facilitate onboarding logistics and system access management for new hires and leavers, ensuring timely setup and compliance.
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• Facilitate onboarding logistics and system access management for new hires and leavers, ensuring timely setup and compliance.Item 10 of 10, Oversee site administration including asset management, vendor coordination, facilities support, and invoice processing for office operations.
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• Oversee site administration including asset management, vendor coordination, facilities support, and invoice processing for office operations.

Requirements

Knowledge, Skills, Training and Experience

• Item 1 of 12, 
• Highly evolved analytical skills and numerically savvyItem 2 of 12, 
• Strong time management skills with the ability to prioritise and adapt to changing tasksItem 3 of 12, 
• Attention to detailItem 4 of 12, 
• Able to work independentlyItem 5 of 12, 
• Strong sense of responsibilityItem 6 of 12, 
• Good communication and interpersonal skillsItem 7 of 12, 
• Good command of written and comprehensive EnglishItem 8 of 12, 
• Additional language can be desirableItem 9 of 12, 
• 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.Item 10 of 12, 
• Good understanding of key contact centre performance indicators, including occupancy, utilization, and service levelsItem 11 of 12, 
• Proficiency in MS Office (Word, Excel, PowerPoint) and workforce management tools (Genesys, Elastic)Item 12 of 12, 
• Willing to work shifts and on weekends

** Candidates must have the legal right to live and work in India.