Planning Analyst

Job Scopes

• Support quality assurance activities and ensure adherence to service standards
• Assist with backend administration and coordination across teams
• Monitor call centre metrics and share insights to identify service gaps
• Uphold process compliance and guide staff to maintain high performance
• Help prepare internal reports and presentations for leadership updates
• Occasionally travel to Guangzhou for team collaboration and operational alignment
• Other special tasks as assigned from Manager

Job requirements

• University graduate or at least diploma level with Call Centre Experience
• Over 4 years of relevant call centre operations management experience, with solid backend support experience
• Strong organizational and communication skills
• Comfortable working with call data and able to suggest service improvements
• Proficient in Microsoft Office, especially Excel skill
• Good in Cantonese, Mandarin, and English