RESOURCE COORDINATOR

Job Purpose: Job Purpose: Provide comprehensive support to the Mission Control
Team by collating and analysing information in order to produce timely reports
and provide recommendations highlighting call trends and volume forecasts.
Actively be involved in the day to day operations of the Mission Control Team
and proactively provide recommendations for resource requirements to ensure
customer service levels are achieved across the Call Centre and retail outlets
in the network. Job Outline: - 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 result
and provide recommendations to avoid in the future. - Develop future resource
budgets across the Commercial Retail and Contact Centres based on historical
events, forecasts and medium/long term trends. - Recommend opportunities to
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. - Highlight trends on manpower related items such as
staff adherence to schedule, attendance, sickness, late, absence, overtime,
lieu time, leave, and provide these to local Contact Centre Managers so that
any issues may be addressed in a timely manner. - Independently gather and
present accurate data on number and type of calls, emails and other multimedia
contacts offered to and handled by EK Commercial offices across the network. -
Track and monitor business trends so as to identify and compare weekly,
monthly and yearly performance to assist the Resource Planning Officer in
looking for solutions as appropriate. - Produce regular and timely reports on
EK Commercial office's performance at network, contact centre, team and agent
levels. - Create and maintain agent skills records. Regularly communicate with
the training and local management teams to ensure agent skill records are up
to date and correct so as to ensure calls are routed to correctly skilled
agents.
Qualifications & Experience: Degree or Honours (‎12+‎3 or equivalent)
Experience: Minimum ‎4 - ‎5 years resource planning experience preferably within
a contact centre. Knowledge/skills 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 package such as Microsoft Word/ Excel/ E-mail.
Genesys experience, while not essential, would be desirable
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.