Resource Coordinator
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Key skills for this role
About the Role
dnata is looking for a Resource Coordinator to support the Mission Control Team by analyzing call trends, producing forecasts, and recommending resource requirements to achieve service levels.
Key Skills for This Role
Responsibilities
- Produce call, email and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres based on historical data
- Coordinate with NPSD and all local management teams across the network to prepare reports to investigate specific business areas and trends
- 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
- Highlight trends on manpower related items such as staff adherence to schedule, attendance, sickness, late, absence, overtime, lieu time, leave
- 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 to identify and compare weekly, monthly and yearly performance
- 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
Requirements
- Degree or Honours (12+3 or equivalent) and 3 years of experience in commercial/sales
- 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 desirable
Full Job Posting
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.
- 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.
- Coordinate with NPSD and all local management teams across the network in order to prepare reports to investigate specific business areas and trends.
- 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.
- 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.
- 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.
- 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.
Qualification
- 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 desirable
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.
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