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Contact Centre Performance Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates dnata Travel Full time
Job Role

We are seeking an experienced Resource Coordinator to join our team at dnata Travel. In this role, you will be responsible for providing operational support to the Mission Control Team, including gathering and analysing data to produce timely reports and recommendations.

Your primary responsibilities will include:

  • Producing call, email, and multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres.
  • Coordinating with NPSD and local management teams to prepare reports investigating specific business areas and trends.
  • Developing future resource budgets based on historical events, forecasts, and medium/long-term trends.
  • Identifying opportunities for customer self-service enhancements and IVR optimisation to reduce calls to agents.
Essential Requirements

To succeed in this role, you will need:

  • A strong analytical mindset and excellent problem-solving skills.
  • Effective communication and negotiation abilities.
  • Proficiency in Windows-based packages, including Microsoft Word, Excel, and email.