Resource Coordinator EKH (Emiratisation)

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 4-5 yearsSkills: ["Communication","Negotiation","Analytical thinking","Problem-solving"]

An analytical operations role supporting Emirates’ Mission Control by collating data, producing timely reports, and forecasting resource needs for the Commercial Contact Centres and retail outlets. You’ll influence staffing, budgeting, and process improvements (including IVR) to ensure service levels and efficiency across the network.

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Emirates Group
Emirates Group
7 months ago

Resource Coordinator EKH (Emiratisation)

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Job Summary

An analytical operations role supporting Emirates’ Mission Control by collating data, producing timely reports, and forecasting resource needs for the Commercial Contact Centres and retail outlets. You’ll influence staffing, budgeting, and process improvements (including IVR) to ensure service levels and efficiency across the network.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Mid level

Key Responsibilities

  • •Produce call, email, and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres, based on historical data using Emirates Group and contact centre strategy information.
  • •Provide the Resource Planning Officer with the detail to enable them to produce and maintain staff rosters and schedules.
  • •Coordinate with NPSD and all local management teams across the network in order to prepare reports to investigate specific business areas and trends. Investigate spurious service level results, report on reasons for the results, and provide recommendations to avoid them in the future.
  • •Develop future resource budgets across the Commercial Retail and Contact Centres, based on historical events, forecasts, and medium- and long-term trends.
  • •Recommend opportunities to the Mission Control Team and all Contact Centre Managers for customer self-service enhancements and opportunities within the IVR so as to reduce calls to agents. Monitor and report on IVR usage, offer suggestions, and recommend changes on system enhancements.

Pay and Benefits

Perks:Flight DiscountsHotel Discounts

Key Requirements

  • •Minimum 4–5 years’ resource planning experience, preferably within a contact centre.
  • •Working knowledge of contact centre procedures and methodology.
  • •Strong analytical ability, and diagnostic and problem-solving skills.
  • •Ability to communicate and negotiate effectively.
  • •PC-based skills to operate Windows packages such as Microsoft Word, Excel, and email.
Experience:4-5 yearsContact centreResource planningOperations
Skills:CommunicationNegotiationAnalytical thinkingProblem-solving
Tech Stack:Microsoft WordExcelGenesys

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn