Resource Coordinator
3 weeks ago
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 and analyzing data to inform resource planning decisions.
Key Responsibilities**Data Analysis and Reporting**
Produce detailed reports on contact volume statistics and forecasts for all departments within our Commercial Contact Centres, using historical data and Emirates Group strategy information.
Provide the Resource Planning Officer with the necessary data to enable them to produce and maintain accurate staff rosters and schedules.
**Business Intelligence and Insights**
Coordinate with our Network Planning and Strategy Department (NPSD) and local management teams to prepare reports investigating specific business areas and trends.
Investigate anomalies in service level results, report on the reasons for the results, and provide recommendations to avoid similar issues in the future.
**Resource Planning and Budgeting**
Develop future resource budgets across our Commercial Retail and Contact Centres, based on historical events, forecasts, and medium/long-term trends.
Recommend opportunities to our Mission Control Team and Contact Centre Managers for customer self-service enhancements and opportunities within the IVR to reduce calls to agents.
**Performance Monitoring and Reporting**
Monitor and report on IVR usage, suggesting system enhancements and highlighting trends on manpower-related items such as staff adherence to schedule, attendance, sickness, late arrivals, absences, overtime, lieu time, and leave.
Provide this data to local Contact Centre Managers to address any issues in a timely manner.
**Business Trend Analysis and Reporting**
Independently gather and present accurate data on the number and type of contacts offered to and handled by our Commercial offices across the network.
Track and monitor business trends to identify and compare weekly, monthly, and yearly performance, assisting the Resource Planning Officer in finding solutions as needed.
**Reporting and Communication**
Produce regular and timely reports on our Commercial office's performance at network, contact centre, team, and agent levels.
Create and maintain agent skills records, ensuring accurate and up-to-date information.
Regularly communicate with our training and local management teams to ensure agent skill records are accurate and correct, ensuring calls are routed to correctly skilled agents.
Requirements**Experience and Qualifications**
More than 3 years of experience in Commercial Sales.
Minimum 4-5 years of resource planning experience, preferably within a contact centre.
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