Workforce & Business Planning Officer(Customer Service)

HKT (SEHK: 6823) is Hong Kong's premier telecommunications service provider. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sale, outsourcing, consulting, and contact centers.

Together with the highly successful media business of its parent company, PCCW Limited, HKT offers innovative media content and services across the PCCW Group’s unique quadruple-play platforms – fixed-line, broadband Internet access, TV and mobile.

Date Posted: Jul 01, 2020|Closing Posted: Sep 30, 2020
Job Location: Hong Kong
Job Description:

Your role

  • Ensure full-utilization of resources via workforces management
  • Prepare Service Level report & monitor call centre service performance, and operation efficiency & productivity
  • Conduct call volume trend analysis and make recommendations for operation efficiency, quality customer service and headcount control
  • 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
  • Create and implement day to day schedule management, co-ordinate schedule swaps and changes based on staffing needs and changing business requirements
  • Work with centre management to suggest appropriate times for scheduling off-phone activities
  • Prepare daily, weekly, monthly and ad-hoc management reports to assist management in monitoring centre, team and individual performance

To succeed in this role

  • 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
Application Methods:

If you wish to have an exciting and rewarding career, send us your CV via the following methods.

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’s privacy statement (, a copy of which will be provided immediately upon request.