Resource Coordinator EKH (Emiratisation)

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is a global leader in the aviation industry, known for its exceptional customer service and cutting-edge technology. Based in Dubai, the airline operates a vast network of international flights, offering passengers unparalleled comfort and convenience. As part of the Emirates Group, the company is committed to delivering innovative solutions and creating memorable travel experiences. With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide.

As a Resource Coordinator you will provide comprehensive support to the Mission Control Team by collating and analysing information to produce timely reports and provide recommendations, highlighting call trends and volume forecasts. Actively be 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 results, and provide recommendations to avoid them in the future.
• Develop future resource budgets across the Commercial Retail and Contact Centres, based on historical events, forecasts, and medium- and long-term trends.
• Recommend opportunities to the 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 schedules, attendance, sickness, lateness, absence, overtime, lieu time, and 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 the 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 offices’ 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:

• Minimum 4–5 years’ 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 packages such as Microsoft Word, Excel, and email.
• Genesys experience, while not essential, would be desirable.Emirates Group is an international organisation with employees from over 170 nationalities; we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.