Role Introduction
Report to : Assistant Manager / Manager– Customer Contact
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 workforce administration.
Key Responsibilities
CCD
- Support the central WORK FORCE MANAGEMENT team with skills inventory, team structures with a view to facilitate effective rostering
- Ensure that leave planning is completed according to the approved shrinkage and shared with the central WORK FORCE MANAGEMENT teams for rostering.
- Support shift bidding/ trump cards process for the site.
- Ensure feedback on rostering, call arrival pattern etc. is passed to the central team to improve overall efficiency
- Manage and update training pipeline to ensure accurate forecasting of resource supply.
- Manage schedule exceptions in line with the agreed process and ensure it’s updated on the system
- Share best practises on Work force management with the central team based on local insights
- Participate in net staffing meetings and raise/ address staffing gaps.
Risk
- Ensure timely creation and deletion of the system accesses and entitlements for new hires and leavers respectively
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Knowledge, Skills, Training and Experience
- Graduation in any field is a minimum
- Two years’ experience in Customer Care Department with prior experience in Work Force management
- Highly evolved Analytical skills and numerically savvy
- Strong time management skills with the ability to prioritise and adapt to changing tasks
- Able to work independently
- Strong sense of responsibility
- Good communication and interpersonal skills
- Good command of English
- IT literacy including Microsoft applications; Word, Excel, PowerPoint
- Willing to work in shifts
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.