Customer Care Resource Management Specialist

Cathay Pacific Airways Limited; Hinoba-an; On-site; PHP 500,000 - 750,000; Full time

Benefits offered by this job

Travel privileges

Well-being programmes

Paid Leave

Uniform allowance

Job summary

Cathay Pacific is seeking a Customer Care Resource Management Specialist to join the Customer Care Department. This permanent role focuses on forecasting, scheduling, and centralised workforce coordination to support service levels.

You will collaborate with central Workforce Management to monitor volumes, advisor performance, and operational insights; coordinate incidents; and support roster planning, attendance tracking, and reporting.

Qualifications

• Highly developed analytical skills and numerically savvy
• Strong time management with ability to prioritise and adapt
• Attention to detail and accuracy in work
• Ability to work independently
• Strong sense of responsibility
• Good written and verbal English communication
• Fluent English; additional languages desirable
• Willing to work shifts and weekends
• Minimum five years experience in a Contact Centre with WFM exposure, two+ years as Senior Advisor
• Understanding of KPIs like occupancy, utilisation and service levels
• Proficiency in MS Office and workforce tools (Genesys, Elastic)
• Legal right to live and work in the specified location

Responsibilities

• Act as liaison between local Customer Care and central Workforce Management for forecasting, scheduling and command centre coordination
• Monitor real-time volumes and advisor performance; adjust resources to meet service levels
• Communicate insights, identify issues and recommend improvements for workforce efficiency
• Coordinate site incidents and provide timely updates and resolution support
• Support roster planning by maintaining skill inventories and aligning leave with labour laws
• Track attendance, absenteeism, late logins, and schedule exceptions
• Contribute to forecasting and capacity planning with training pipeline and headcount data
• Produce and analyse daily, weekly and monthly workforce performance reports
• Facilitate onboarding logistics and system access for new hires and leavers
• Oversee site administration including asset management, vendor coordination and invoice processing

Skills

Analytical skills

Time management

Attention to detail

Independent worker

Responsibility

Communication skills

English proficiency

Willing to work shifts

Tools

MS Office

Genesys

Elastic

Job description

Customer Care Resource Management Specialist

Cathay Pacific

Customer Services

Customer Care Department

Permanent

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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 savvy
• Item 2 of 12, Strong time management skills with the ability to prioritise and adapt to changing tasks
• Item 3 of 12, Attention to detail
• Item 4 of 12, Able to work independently
• Item 5 of 12, Strong sense of responsibility
• Item 6 of 12, Good communication and interpersonal skills
• Item 7 of 12, Good command of written and comprehensive English
• Item 8 of 12, Additional language can be desirable
• Item 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, utilisation, and service levels
• Item 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.

https://careers.cathaypacific.com/who-we-are/why-work-here

Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

• Item 1 of 4, Travel Privileges on Cathay Pacific Airways Global Network
• Item 2 of 4, Extensive well-being programmes including health and employee assistance programme benefits to help you stay well.
• Item 3 of 4, Paid Leave
• Item 4 of 4, If this position requires a uniform, a uniform allowance will be provided.

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.

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.

We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.

All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.