Resource Coordinator - dnata Global Contact Centre

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a Resource Coordinator within the dnata Global Contact Centre, you will provide comprehensive support to the Mission Control Team by collating and analysing information in order to produce timely reports and provide recommendations highlighting call trends and volume forecasts. In this role, you will be actively involved in the day to day operations of the Mission Control Team and proactively provide recommendations for resource requirements to ensure customer service levels are achieved across the Call Centre and retail outlets in the network.

In this role, you will;

• Produce call, email and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres based on historical data using Emirates Group and contact centre strategy information. Provide the Resource Planning Officer with the detail to enable them to produce and maintain staff rosters and schedules.
• Coordinate with NPSD and all local management teams across the network in order to prepare reports to investigate specific business areas and trends. Investigate spurious service level results, report on reasons for the result and provide recommendations to avoid in the future.
• Develop future resource budgets across the Commercial Retail and Contact Centres based on historical events, forecasts and medium/long term trends.
• Recommend opportunities to Mission Control Team and all Contact Centre Managers for customer self-service enhancements and opportunities within the IVR so as to reduce calls to agents. Monitor and report on IVR usage, offer suggestions and recommend changes on system enhancements.
• Highlight trends on manpower related items such as staff adherence to schedule, attendance, sickness, late, absence, overtime, lieu time, leave, and provide these to local Contact Centre Managers so that any issues may be addressed in a timely manner.
• Independently gather and present accurate data on number and type of calls, emails and other multimedia contacts offered to and handled by EK Commercial offices across the network.
• Track and monitor business trends so as to identify and compare weekly, monthly and yearly performance to assist the Resource Planning Officer in looking for solutions as appropriate.
• Produce regular and timely reports on EK Commercial office's performance at network, contact centre, team and agent levels.
• Create and maintain agent skills records. Regularly communicate with the training and local management teams to ensure agent skill records are up to date and correct so as to ensure calls are routed to correctly skilled agents.

Qualification

To be considered for this role, you must meet the below requirements;

• Degree or Honours (12 + 3 or equivalent) and 3 years of experience in commercial/sales.
• A minimum of 4 years of resource planning experience preferably within a contact centre
• Working knowledge of contact centre procedures and methodology.
• Strong analytical ability and diagnostic and problem solving skills.
• Ability to communicate and negotiate effectively.
• PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
• Genesys experience, while not essential, would be desirableOur services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers