Resource Coordinator: Forecasting & Scheduling | Travel Benefits

Emirates; Dubai; On-site; AED 210,000 - 300,000; Full time

Benefits offered by this job

Travel benefits

Job summary

Emirates, based in Dubai, seeks a Resource Coordinator to support the Mission Control Team with data analysis, reporting, and resource forecasting across Commercial Contact Centres and retail outlets.

Responsibilities include preparing schedules, budgets, and performance reports, plus identifying opportunities for IVR improvements and cost-effective staffing solutions. Experience in a call centre environment is preferred.

Qualifications

• 4–5 years’ resource planning experience, preferably in a contact centre.
• Strong analytical ability and problem-solving skills.
• Excellent communication and negotiation abilities.
• Proficiency with Windows, Word, Excel and email.

Responsibilities

• Produce call, email, and other contact volume statistics and forecasts.
• Prepare reports for the Mission Control Team and management.
• Develop future resource budgets based on trends and forecasts.
• Identify opportunities to reduce call volumes via self-service and IVR improvements.
• Monitor staff adherence, attendance, and leave to inform managers.

Skills

Resource planning

Analytical ability

Communication

Negotiation

Tools

Windows

Microsoft Word

Microsoft Excel

Email

Genesys

Job description

Emirates, based in Dubai, seeks a Resource Coordinator to support the Mission Control Team with data analysis, reporting, and resource forecasting across Commercial Contact Centres and retail outlets.

Responsibilities include preparing schedules, budgets, and performance reports, plus identifying opportunities for IVR improvements and cost-effective staffing solutions. Experience in a call centre environment is preferred.