Customer Care Planning Coordinator
Role Introduction
Reports to:  AM Business Efficiency
Assist with GCC strategy planning, prepare and manage the Budget and Financial Control of Global Contact Centre Department. Provide sensitivity analysis to determine how best to allocate GCC/WRT resources and headcount across the network in an optimal manner.

Key Responsibilities
  • Perform sensitivity analysis and develop operational optimization plans to ensure effective and efficient allocation of resources to meet performance and productivity targets
  • Plan and execute various study options and strategies on global call centres' resources on cost and budgeting and also productivity & efficiency to support the business decision on the overall call centre development and operations plan
  • Develop and maintain forecasts to predict resources needed under a variety of call volumes, and conditions using data/statistical analysis, simulation modeling and other mathematical methods
  • Analyze data and other information in order to identify operational deficiencies and/or improvement opportunities
  • Plan and execute cost modeling and resources analysis to support business decision on long term call centre hubs/satellite offices’ long term development and operations plan
  • Prepare and monitor Global Call Centres headcounts, cost budget and expenditure
Qualifications / Experience
  • PNL/Outport/(Managerial Supervisory)/Level C/13 May 2016/Version DRAFT
  • Tertiary education, preferably in Finance, Statistics, Operational Research or related disciplines
  • Minimum 2 years’ relevant experience, preferably with financial control experience in Contact Centre
  • Data-driven and highly analytical, able to translate data and trends into insights and actionable recommendations
  • Strong commercial acumen
  • Strong numeric and analytical capabilities with good knowledge on analytical tools such as Excel,
  • Access, Database, Qlikview and Brio
  • Effective communication skills and able to present in logical and concise manner
  • Hong Kong
Application deadline
  • 2021-05-17

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.

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Post Details
Posted By Cathay Pacific
Salary Negotiable
Payment Not Applicable
Location Other Country/Region
Industry Transport
Classification Sales / Customer Service / Business Development : Channel / Distribution, Customer Service
Job Type Full time
Working time Shift
Working days Shift
Qualification Degree or Above

Jobs data
Company Name:
Cathay Pacific
Job Title:
Customer Care Planning Coordinator
Post Date: