Cathay Pacific is an iconic and award-winning brand, headquartered in Hong Kong. As part of the oneworld alliance, they serve over 200 destinations in over 50 countries across the world.
Assistant Manager Outport and Business Continuity
Hong Kong
Department: Global Contact Centre (GCC)
Reports to: Policy, Standards and Quality Assurance Manager

Key Responsibilities
  • Develop and enhance GCC Quality assurance policies and process
  • Lead the Quality Management team to drive quality assurance measures and introduce best practices to improve performance and customer experience. Provide sufficient guidance, monitoring and oversee the global calibration process to ensure all hubs and satellite offices meet the global QA standard
  • Point of contact for GCC hubs, satellite sites and out port local teams on operational and performance issues
  • Liaise with FIN and relevant local GCC point of contact to ensure audit on agent error are performed
  • Assist Policy, Standard and Quality Assurance Manager to investigate cases and prevent bad debt ratio
  • Co-ordinate between GCC Hubs, Satellite sites and various stakeholders to drive process alignment and improve operational efficiency
  • Guide and support satellite sites to achieve Sales and Service performance targets
  • Oversee and provide guidance to port coordinators in outport performance monitoring and resolving issues raised by GCC hubs and satellite sites
  • Work with various stakeholders to review and revise GCC BCPs, update and maintain GCC BCP document
  • Act as GCC E&A coordinator to support and coordinate among GCC hubs during E&A exercise and incidents. Review, update and maintain GCC E&A document

Requirements
  • Tertiary education with 5 years' of Contact Centre or Service Delivery experience, preferably in supervisory level
  • Sound knowledge of Reservations and Ticketing and GCC operating procedures
  • Mature with excellent communication, relationship building and people management skills
  • Strong negotiation and problem solving skills
  • Driver of change and collaborative in approach
  • Energetic, self-motivated and able to work under pressure
  • Good command of written and spoken English and Chinese (Cantonese and Mandarin)
  • Proficiency in MS office and Power point
  • Duty travel may be required

Application Deadline: 23 June 2019

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.
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