Resource Planning Officer
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Key skills for this role
About the Role
Emirates Group is looking for a Resource Planning Officer to ensure maximum network resource productivity and efficiency. The role involves developing forecasts, schedules, and reports for contact centres and retail offices, analyzing data, and collaborating with operations teams.
Key Skills for This Role
Responsibilities
- Work as part of team and follow established operating standards and procedures to meet requirements with high quality outputs
- Communicate regularly with Contact centre operations teams to identify report/schedule requirements and adherence issues
- Create a plan of action to maintain network and contact centre service levels
- Have thorough knowledge of Corporate Emergency Response policies and procedures
- Participate in a rotating remote support team for Global Connect to ensure 24x7 coverage
- Develop weekly roster on agreed cycles ensuring schedules optimise available resources
- Develop interaction forecasts, annual leave and training plans based on strategic direction
- Liaise with Contact Centre Operations Officers and local management teams to manage holiday planning, agent change of hours requests and leave allocation
- Use developed forecasts to identify gaps in operational coverage and recommend overtime requirements
- Proactively address shift and daily operational productivity and troubleshoot immediate operational issues
- Monitor recruitment and attrition rates and highlight potential issues
- Produce regular communication newsletters to the network updating them on annual leave availability and potential resource surplus and shortfall periods
Requirements
- Working experience as a Resource Planner/Data Analyst within Aviation Industry or Contact Centre
- Ability to work as a sole contributor and as a team player to meet tight deadlines
- Deliver strong results within a virtual team environment
- Ability to build enduring relationships within the business
- Advanced knowledge in MS Excel (Macro, Pivot tables etc.)
- Advanced knowledge in PowerPoint
- Working knowledge of databases like SAP, Micro Strategy, SQL servers etc.
Full Job Posting
Job Purpose
- Ensure maximum network resource productivity and efficiency by use of resource planning to achieve targeted service levels.
- Maximise the value of data held in systems by analysing it, using innovative methods, and extract insights using creative data mining approaches.
In this role, you will:
- Work as part of team and follow established operating standard and procedures to meet requirements with high quality outputs.
- Communicate regularly with Contact centre operations teams to identify report/schedule requirements and adherence issues.
- Create a plan of action to maintain network and contact centre service levels.
- Have thorough knowledge of Corporate Emergency Response policies and procedures.
- Participate in a rotating remote support team for Global Connect to ensure 24x7 coverage.
- Develop weekly roster on agreed cycles ensuring schedules optimise available resources.
- Develop interaction forecasts, annual leave and training plans based on strategic direction.
- Liaise with Contact Centre Operations Officers and local management teams to manage holiday planning, agent change of hours requests and leave allocation.
- Use developed forecasts to identify gaps in operational coverage with current manpower and recommend overtime requirements.
- Proactively address shift and daily operational productivity and manage and troubleshoot immediate operational issues.
- Monitor recruitment and attrition rates and highlight potential issues to the Contact Centre Operations team and training departments.
- Produce regular communication newsletters to the network updating them on annual leave availability and potential resource surplus and shortfall periods.
Qualification
- Working experience as a Resource Planner/ Data Analyst within Aviation Industry or Contact Centre.
- Ability to work as a sole contributor & as a team player to meet tight deadlines.
- Deliver strong results within a virtual team environment.
- Ability to build enduring relationships within the business.
- Advanced knowledge in MS Excel (Macro, Pivot tables etc.)
- Advanced knowledge in PowerPoint.
- Working knowledge of databases like SAP, Micro Strategy, SQL servers etc.
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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