Role Introduction
Reports to : Workforce Management & Continuous Improvement Manager
The Assistant Manager, Workforce Management and Continuous Improvement, supports the delivery of a world-class customer and colleague experience through effective workforce planning, real-time management, and process improvement initiatives across global customer contact centres. This role collaborates closely with in-house and third-party operations to execute workforce strategies, drive continuous improvement projects, and ensure alignment with service and cost objectives.
He/ She should have expertise in analytical skills which enable him/ her to identify opportunities to improve the customer experience. He/ She should have demonstrable experience in lean/ Six Sigma and change management and should be able to apply critical thinking with a view to improve the customer experience.
Key Responsibilities
Workforce Planning
- Support the development of accurate short-term and long-term forecasts for voice and digital channels across global hubs; monitor and analyze key WFM metrics, including occupancy, shrinkage, schedule adherence, and Average Handling Time (AHT), to maintain service level compliance
- Discuss with all the global hubs on the action plan to improve KPI metrics; conduct data analysis to identify gaps between forecast and actual volumes, and propose adjustments or mitigation plans
- Assist in preparing regular WFM reports and insights to support business reviews
- Coordinate with contact center leadership to ensure staffing plans align with business requirements
- Collaborate with cross-functional teams to implement routing and skilling strategies
- Collaborate with the scheduling team to develop and optimize shift rosters, ensuring sufficient coverage across all intervals and channels
- Conduct regular audits on our scheduling plan and ensure that our plans are effective and meet our objective; support BCP plan and E&A exercise
Continuous Improvement
- Support process mapping and re-engineering efforts aimed at improving the customer journey and enhancing operational efficiency; participate in workshops and engage with related teams to gather feedback and identify pain points
- Assist in monitoring and reporting outcomes of streamlining initiatives and KPIs; support system enhancements, automation projects, and WFM tool maintenance
Vendor and Stakeholder Engagement
- Work with third-party vendor coordinators to collect and validate performance data; conduct regular audits on the staffing and ensure third-party sites adhere to staffing and quality expectations; assist with follow-up on action items from performance or capacity meetings
Requirements
- Tertiary education with minimum 5 years’ experience in a contact center or service delivery environment; prior WFM exposure is desirable
- Familiarity with workforce planning tools and concepts (e.g., forecasting, scheduling, shrinkage, occupancy)
- Exposure to Lean Six Sigma, continuous improvement, or business process re-engineering is an advantage
- Strong interpersonal skills, able to communicate effectively with both internal and external stakeholders
- Analytical mindset with proficiency in Python, Macro VBA, Excel, PowerPoint
- Fluent in English; Cantonese or Mandarin is an advantage
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.
