Resource Coordinator
4 weeks ago
Job Summary
We are seeking a highly skilled Resource Coordinator to join our team at Dnata. As a key member of our Commercial Contact Centre team, you will be responsible for producing call, email, and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres.
Key Responsibilities
- Produce accurate data on call, email, and other multimedia contacts offered to and handled by EK Commercial offices across the network.
- Track and monitor business trends to identify and compare weekly, monthly, and yearly performance.
- Produce regular and timely reports on EK Commercial office's performance at network, contact centre, team, and agent levels.
- Coordinate with NPSD and local management teams to prepare reports investigating specific business areas and trends.
- Develop future resource budgets across Commercial Retail and Contact Centres based on historical events, forecasts, and medium/long-term trends.
- Recommend opportunities to Mission Control Team and Contact Centre Managers for customer self-service enhancements and opportunities within the IVR.
- Highlight trends on manpower-related items such as staff adherence to schedule, attendance, sickness, late, absence, overtime, lieu time, leave, and provide these to local Contact Centre Managers.
Requirements
- More than 3 years in Commercial Sales.
- Minimum 4 - 5 years resource planning experience preferably within a contact centre.
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