Customer Care Workforce Planner | Forecasting & Scheduling

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

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.