The Emirates Group Hiring for RESOURCE PLANNING OFFICER Job at Dubai Full Time

Job Purpose: Ensure maximum network resource productivity and efficiency by use of resource planning in order to achieve targeted service levels. Maximise the value of the data held in the systems by analysing it, using innovative methods, requirements of management and extract insights using creative data mining approaches. Job Outline: Generic: – Work as part of team and follow established operating standard and procedures to meet requirements with high quality outputs and contribute to the division achieving its goals. – 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 a through knowledge of Corporate Emergency Response policies and procedures to ensure immediate activation, when required, during an unforeseen event. – Participate in a rotating remote support team for Global Connect to ensure 24×7 coverage across the network, in relation to technical and operational incidents. – Resource Planning – Develop weekly roster on agreed cycles ensuring schedules optimise available resources. Develop interaction forecasts, annual leave and training plans based on strategic direction established GCRPT for each contact centre ensuring each area has adequate staff to meet service levels. Produce and maintain employee schedules which ensure that targeted service levels are achieved. – Liaise with Contact Centre Operations Officers and local management teams to manage holiday planning, agent change of hour?s requests and leave allocation so as to maintain high employee satisfaction without compromising on customer service. – Use developed forecasts to identify gaps in operational coverage with current manpower and recommend overtime requirements, ensuring adherence to employee legislation for the respective jurisdiction for the next 2 weeks ahead. – Proactively address shift and daily operational productivity and manage and troubleshoot immediate operational issues in order to maintain network service levels and to ensure impact on customer service across the contact centre and retail office network is kept to a minimum. – Monitor recruitment and attrition rates and highlight potential issues to the Contact Centre Operations team and training departments to ensure adequate resources is recruited and competent in appropriate skills. – Produce regular communication newsletters to the network updating them on annual leave availability and potential resource surplus and shortfall periods. Management Information – Develop reports (standard and ad-hoc/non-standard), use establish methods of data capture, analysis and presentation, with a full understanding of the requirements from management covering areas assigned and provide a enterprise view of performance to the management. – Maintain the centralised reporting archive for easy reference during target setting and identifying emerging trends. Assist management by highlighting recommendations to ensure alignment to existing strategy. – Follow and adhere to established standardised procedures and processes to reduce frequency of ad-hoc reporting, accuracy of reporting and quality assurance. Continuously improve reports by conducting regular data reviews and maintain management?s confidence. – Support automation initiatives by providing application expertise and utilise skills that will improve reporting efficiency of the team – Utilise software used in contact centres: WFM, Pulse, Verint, Micro Strategy, Agent Performance portal etc. to deliver reporting requirements of the organisation.

Qualifications & Experience: Degree or Honours (12+3 or equivalent) : Experience: Customer Service.Call Centre : 3+ Years Working experience as a Resource Planner/ Data Analyst within Aviation Industry/ Contact Centre. Knowledge/skills: 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 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.