HKT

Workforce & Business Planning Officer (RTM)

Job Details

Company Overview

Responsibilities

To ensure full-utilization of resources via workforces management;
To prepare Service Level report & monitor call centre service performance, and operation efficiency & productivity;
To conduct call volume trend analysis and make recommendations for operation efficiency, quality customer service and headcount control;
To track and report key business metrics (shrinkages, occupancy, availability,etc.), keep up to date on key business conditions, and drive performance in the contact centre;
To create and implement day to day schedule management, co-ordinate schedule swaps and changes based on staffing needs and changing business requirements;
To work with centre management to suggest appropriate times for scheduling off-phoneactivities;
To prepare daily, weekly, monthly and ad-hoc management reports to assist management in monitoring centre, team and individual performance.

Requirements

Diploma or above and 2 years’ relevant working experience;
In-depth knowledge in operations and service delivery principles;
Ability to demonstrate flexibility and resiliency in the face of changing work requirement;
Good knowledge on common PC software applications eg Word, Excel, etc.;
Good command of spoken Cantonese and English;
Good analytical and problem solving skills;
Positive working attitude, responsible and result-oriented.

For more information on other job opportunities of PCCW, please visit our website at http://www.pccw.com/Careers/Job+Opportunities+%26+Application/Current+Opportunities?language=en_US

PCCW is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer personal data policies ( http://www.pccw.com/staticfiles/PCCWCorpsite/Terms%20of%20Use/Privacy%20Policy%20Statement/8.1_PCO_POL_02e_Privacy_Policy_Statement.pdf), a copy of which will be provided immediately upon request.
www.pccw.com

Additional Information

Work Exp

2 Years

Education

Diploma / Certificate

Employment Type

Full Time

Location

Kowloon Bay

Job Level

Entry

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