Resource Planning Coordinator
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Key skills for this role
About the Role
Emirates is looking for a Resource Planning Coordinator to support Global Connect Resource Planning by analyzing data, managing real-time operations, and preparing reports. The role requires experience in contact centre resource planning and proficiency in Genesys, Excel, and Power BI.
Key Skills for This Role
Responsibilities
- Coordinate with Contact Centre Teams across the network to prepare reports and investigate trends.
- Highlight trends on manpower related items such as staff adherence, occupancy, attendance, etc.
- Gather and present accurate data on leavers and recommend upskill trainings and recruitment.
- Create and maintain agent skill profile records and audit them regularly.
- Maintain and audit agent sales and performance metric targets within the system.
- Manage real time operations by supporting contact centre customers and Resource Planning Officers.
- Support Resource Planning Officers during schedule build periods to meet deadlines.
Requirements
- 4+ years resource planning experience preferably within a contact centre
- Experience with Genesys Contact Centre software
- Working knowledge of contact centre procedures and methodology
- Strong analytical ability and problem solving skills
- Advanced level Excel skills
- Advanced Power BI skills
Full Job Posting
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’.
- 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,
- 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.
- 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.
- 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.
- Maintain and audit agent sales and other performance metric targets within the system.
- Effectively manage real time operations by supporting our contact centre customers and the Resource Planning Officers.
- 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
- 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 essential
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.
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