Reports to: Manager – WFM and Continuous Improvement
Department: Customer Care (CCD)
The Customer Contact Command Center Analyst 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".
Analysts are empowered to make routing, skilling recommendations 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 Sr. Command Center Analyst and Command Center Analyst is the level of decision-making and empowerment.
Application Deadline: 26 May 2023
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. 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.
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.
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