PCCW Limited ( SEHK: 0008) is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses. The Company holds a majority interest in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications...

PCCW Limited ( SEHK: 0008) is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority interest in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. HKT 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.

PCCW also owns a fully integrated multimedia and entertainment group in Hong Kong, PCCW Media. PCCW Media operates the largest local pay-TV operation, now TV, and is engaged in the provision of over-the-top (OTT) video service under the Viu brand in Hong Kong and other places in the region.

Also wholly-owned by the Group, PCCW Solutions is a leading information technology outsourcing and business process outsourcing provider in Hong Kong and mainland China.

In addition, PCCW holds a majority interest in Pacific Century Premium Developments Limited, and overseas investments including the wholly-owned UK Broadband Limited. To learn more about PCCW, please visit www.pccw.com.

Sales Analysis Officer/ Senior Sales Analysis Officer (RTM)

Job level Entry
Work exp Minimum 2 Years
Education Diploma / Certificate
Location
Kowloon Bay
Employment type Full Time
Benefits 5-day week, General holidays, Medical plan, MPF, Year-end bonus
Industry Telecommunications
Job function Sales / Business Development / Customer Service > Business Development
Sales / Business Development / Customer Service > Channel / Distribution
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 27/12/2018
ref. F12328

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-phone activities;
  • 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.

 

We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), stating your present and expected salary.

For more information on other job opportunities of PCCW, please visit our website: .www.pccw.com

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 personal data policies, a copy of which will be provided immediately upon request.

HKT 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 personal data policies, a copy of which will be provided immediately upon request.

http://www.hkt.com/staticfiles/HKTCorpsite2/Privacy%20policy/(HKT)%20HR%20Privacy%20Policy%20Statement%20(version%20-%20Nov%202017).pdf