Resource Coordinator - Emirates Group
Dubai, United Arab Emirates · Full Time
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- Experience
- 4–5 yrs
- Salary
- —
- Openings
- 1
- Posted
- 12 seconds ago
- Work mode
- In office
- Eligibility
- Applications are welcomed from candidates globally, supporting the Emirates Group's commitment to a diverse workforce representing over 170 nationalities.
- Resume
- Required to apply
Where you'll work
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Job description
About the Role and Company
Emirates is a world-renowned airline based in Dubai, recognized for its innovation, exceptional customer service, and expansive network of international flights. Committed to enhancing travel experiences and operational excellence, the airline embraces digital transformation and sustainability while continuously improving customer service through advanced communication channels.
Job Responsibilities
- Compile and analyse call, email, and multimedia contact volume data for all Commercial Contact Centre departments to generate accurate forecasts leveraging historical data.
- Support the Resource Planning Officer by supplying detailed information necessary for creating and maintaining staff scheduling and rosters.
- Collaborate with NPSD and local management teams network-wide to prepare detailed reports on business-specific trends, investigating anomalies in service levels and recommending corrective actions.
- Create future resource budgets for Commercial Retail and Contact Centres based on past events, forecasts, and longer-term trend analysis.
- Identify and propose enhancements for customer self-service through IVR systems to decrease agent call volume, monitor IVR usage, and suggest improvements.
- Monitor manpower metrics like schedule adherence, attendance, sickness, lateness, leave, overtime, and communicate these insights to Contact Centre Managers to facilitate prompt issue resolution.
- Independently collect and present precise data on call and multimedia contact volumes handled across EK Commercial offices network-wide.
- Track weekly, monthly, and yearly business trends to assist resource planning efforts by providing comparative performance insights.
- Produce consistent and prompt performance reports for EK Commercial offices at network, contact centre, team, and individual agent levels.
- Maintain and update agent skills records by liaising with training and management teams, ensuring calls are routed appropriately based on agent expertise.
Candidate Requirements
- A minimum of 4 to 5 years' experience in resource planning, preferably within a contact centre environment.
- Sound understanding of contact centre processes and methodologies.
- Strong analytical, diagnostic, and problem-solving capabilities.
- Effective communication and negotiation skills.
- Proficiency in PC tools including Microsoft Word, Excel, and email.
- Experience with Genesys software is an advantage but not mandatory.
Additional Information
Emirates Group embraces diversity with a workforce from over 170 nationalities and encourages applications internationally. The selection process includes CV review, HireVue video interview, followed by hiring manager interviews. Successful candidates will be extended an offer and supported through onboarding.
Compensation and Benefits
Working in Dubai provides an attractive salary package along with unique industry benefits such as discounts on flights and hotel stays globally. Further details about employee benefits and life in Dubai are available on the Emirates Group career web pages.