Resource Planning Officer (Emiratisation)
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Key skills for this role
About the Role
Emirates seeks a Resource Planning Officer to maximize network resource productivity and efficiency through resource planning and data analysis. The role involves developing rosters, forecasts, and schedules for contact centres and retail offices.
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 to ensure immediate activation during unforeseen events
- Participate in rotating remote support team for Global Connect to ensure 24x7 coverage across the network
- Develop weekly roster on agreed cycles ensuring schedules optimize available resources
- Develop interaction forecasts, annual leave and training plans based on strategic direction for each contact centre
- Produce and maintain employee schedules which ensure targeted service levels are achieved
- 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 to Contact Centre Operations team and training departments
Requirements
- Working experience as a Resource Planner/Data Analyst within Aviation Industry or Contact Centre
- Ability to work as a sole contributor and 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
- Emirates is a global leader in aviation, based in Dubai, committed to connecting the world through its hub.
- As a Resource Planning Officer, you will ensure maximum network resource productivity and efficiency by using resource planning to achieve targeted service levels.
- You will maximize the value of data held in systems by analyzing it using innovative methods and extracting insights via creative data mining approaches.
In This Role, You Will
- 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 and their impact on the business.
- Create a plan of action to maintain network and contact centre service levels.
- Have thorough knowledge of Corporate Emergency Response policies and procedures to ensure immediate activation during unforeseen events.
- Participate in a rotating remote support team for Global Connect to ensure 24x7 coverage across the network.
- Develop weekly roster on agreed cycles ensuring schedules optimize available resources.
- Develop interaction forecasts, annual leave and training plans based on strategic direction for each contact centre.
- Produce and maintain employee schedules which ensure targeted service levels are achieved.
- 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.
Qualifications
- 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.
Salary & Benefits
- Join us in Dubai and enjoy attractive salary and travel benefits exclusive to our industry, including discounts on flights and hotels around the world.
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