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Resource Planning Coordinator (Emiratisation)

Emirates
Dubai, UAE
Full Time
Mid
Onsite
1 weeks ago
Resource planningContact centre operationsGenesysAdvanced ExcelPower BIData analysis
Free

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Resource planningContact centre operationsGenesys
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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.
  • 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 recommend upskill trainings and language recruitment.
  • 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.

Qualifications & Experience

  • 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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