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Resource Coordinator

3 months ago

Dubai, Dubai, United Arab Emirates Dnata Full time
  • Produce call, email and othermultimedia contact volume statistics and forecasts for alldepartments within Commercial Contact Centres based on historicaldata using Emirates Group and contact centre strategy information.Provide the Resource Planning Officer with the detail to enablethem to produce and maintain staff rosters andschedules.
  • Coordinate with NPSD and all localmanagement teams across the network in order to prepare reports toinvestigate specific business areas and trends. Investigatespurious service level results, report on reasons for the resultand provide recommendations to avoid in thefuture.
  • Develop future resource budgets acrossthe Commercial Retail and Contact Centres based on historicalevents, forecasts and medium/long termtrends.
  • Recommend opportunities to MissionControl Team and all Contact Centre Managers for customerself-service enhancements and opportunities within the IVR so as toreduce calls to agents. Monitor and report on IVR usage, offersuggestions and recommend changes on systemenhancements.
  • Highlight trends on manpowerrelated items such as staff adherence to schedule, attendance,sickness, late, absence, overtime, lieu time, leave, and providethese to local Contact Centre Managers so that any issues may beaddressed in a timely manner.
  • Independentlygather and present accurate data on number and type of calls,emails and other multimedia contacts offered to and handled by EKCommercial offices across the network.
  • Trackand monitor business trends so as to identify and compare weekly,monthly and yearly performance to assist the Resource PlanningOfficer in looking for solutions asappropriate.
  • Produce regular and timely reportson EK Commercial office's performance at network, contactcentre, team and agent levels.
  • Create andmaintain agent skills records. Regularly communicate with thetraining and local management teams to ensure agent skill recordsare up to date and correct so as to ensure calls are routed tocorrectly skilled agents.

Experience

Qualifications& Experience

  • More than 3 years in CommercialSales.
  • Minimum 4 - 5 years resource planningexperience preferably within a contactcentre.