Resource Planning Coordinator (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 Planning Coordinator, you will provide comprehensive support to the Global Connect Resource Planning Officers and Resource Planning Manager by collating and analysing information in order to produce timely reports and recommendations on changes in customer interaction arrival patterns, volume forecasts discrepancies and staff occupancy levels. Actively manage the day-to-day real time operational requests from our Global Contact Centre customers and proactively provide solutions and recommendations to ensure that revenue and service quality levels are achieved.

In this role, you will:

• Coordinate with Contact Centre 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.
• Highlight trends on manpower related items such as staff adherence to schedule, occupancy, 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 the number and type of leavers across the contact centre network and based on the results recommend to the Resource Planning Officers which upskill trainings need to take place and which language speakers need to be recruited.
• Create and maintain agent skill profile records. Regularly audit the agent skill records to validate they are correct, ensuring calls are routed to the right skilled agents. Make and record changes to the profiles when request notifications are received.
• Maintain and audit agent sales and other performance metric targets within the system to ensure that the global contact centre agents are being correctly scored and evaluated in their individual performance
• Effectively manage real-time operations by supporting our contact centre customers and the Resource Planning Officers by dealing with all mailbox queries, MS teams message requests and diligently ensuring that break management is taken care off across all of our Contact Centres.
• During schedule build periods proactively support the Resource Planning Officers as directed to ensure that they are supported and that published deadlines are met.

Qualification

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

• 4+ yrs resource planning experience preferably within a contact centre with experience working with Genesys Contact Centre software.
• Working knowledge of contact centre procedures and methodology.
• Strong analytical ability and diagnostic and problem-solving skills.
• Ability to communicate and negotiate effectively at all levels.
• PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
• Advanced level Excel skills
• Advanced Power BI skills
• Genesys experience is essentialEmirates 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.