Resource Planning Officer (Emiratisation)

Ensure optimal network and contact-centre resource productivity by applying resource planning to achieve targeted service levels. Analyze operational data to extract insights through data-mining approaches, build forecasts and weekly rosters, and maintain employee schedules. Coordinate with contact centre operations teams for report/schedule requirements, manage holiday and coverage planning, and monitor recruitment and attrition to keep service levels on track. Participate in 24x7 Global Connect support and support emergency response activation when needed.