Resource Planner - Global Contact Center & Analytics

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline company in Dubai is seeking a Resource Planning Coordinator to support resource planning and enhance operational efficiency across its global contact centre. The ideal candidate has over 4 years of resource planning experience, strong analytical abilities, and advanced skills in Genesys Contact Centre software and Excel. The role includes managing real-time operations and providing support to ensure service quality levels are met. Attractive salary and travel benefits are offered, along with a diverse work environment.

Benefits

Attractive salary

Travel benefits

Discounts on flights and hotel stays

Qualifications

• 4+ years of resource planning experience preferably within a contact centre.
• Strong understanding of contact centre procedures and methodologies.
• Ability to effectively communicate and negotiate at all levels.
• Advanced skills in Microsoft Word, Excel, and Email.

Responsibilities

• Coordinate with teams to prepare reports and investigate business trends.
• Manage manpower-related items and provide timely recommendations.
• Create and maintain accurate agent skill profile records.
• Diligently handle real-time operations for contact centre queries.

Skills

Resource planning experience

Analytical ability

Problem-solving skills

Communication skills

Advanced Excel skills

Advanced Power BI skills

Genesys Contact Centre software experience

Job description

A leading airline company in Dubai is seeking a Resource Planning Coordinator to support resource planning and enhance operational efficiency across its global contact centre. The ideal candidate has over 4 years of resource planning experience, strong analytical abilities, and advanced skills in Genesys Contact Centre software and Excel. The role includes managing real-time operations and providing support to ensure service quality levels are met. Attractive salary and travel benefits are offered, along with a diverse work environment.