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Resource Planner - Global Contact Center & Analytics
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
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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.