Job description

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is a global leader in the aviation industry, known for its exceptional customer service and cutting-edge technology. Based in Dubai, the airline operates a vast network of international flights, offering passengers unparalleled comfort and convenience. As part of the Emirates Group, the company is committed to delivering innovative solutions and creating memorable travel experiences. With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide.

As a Resource Planning Officer you willensure maximum network resource productivity and efficiency by use of resource planning in order to achieve targeted service levels. Maximise the value of the data held in the systems by analysing it, using innovative methods, requirements of management and extract insights using creative data mining approaches.

In this role, you will:

• Work as part of team and follow established operating standard and procedures to meet requirements with high quality outputs and contribute to the division achieving its goals.
• Communicate regularly with Contact centre operations teams to identify report/schedule requirements and adherence issues and their impact on the business.
• Create a plan of action to maintain network and contact centre service levels.
• Have a thorough knowledge of Corporate Emergency Response policies and procedures to ensure immediate activation, when required, during an unforeseen event.
• Participate in a rotating remote support team for Global Connect to ensure 24x7 coverage across the network, in relation to technical and operational incidents.
• Develop weekly roster on agreed cycles ensuring schedules optimise available resources. Develop interaction forecasts, annual leave and training plans based on strategic direction established GCRPT for each contact centre ensuring each area has adequate staff to meet service levels. Produce and maintain employee schedules which ensure that targeted service levels are achieved.
• Liaise with Contact Centre Operations Officers and local management teams to manage holiday planning, agent change of hours requests and leave allocation so as to maintain high employee satisfaction without compromising on customer service.
• Use developed forecasts to identify gaps in operational coverage with current manpower and recommend overtime requirements, ensuring adherence to employee legislation for the respective jurisdiction for the next 2 weeks ahead.
• Proactively address shift and daily operational productivity and manage and troubleshoot immediate operational issues in order to maintain network service levels and to ensure impact on customer service across the contact centre and retail office network is kept to a minimum.
• Monitor recruitment and attrition rates and highlight potential issues to the Contact Centre Operations team and training departments to ensure adequate resources is recruited and competent in appropriate skills.
• Produce regular communication newsletters to the network updating them on annual leave availability and potential resource surplus and shortfall periods.

To be considered for the role, you must meet the below requirements:

• Working experience as a Resource Planner/ Data Analyst within Aviation Industry or Contact Centre.
• Ability to work as a sole contributor & as a team player to meet tight deadlines.
• Deliver strong results within a virtual team environment.
• Ability to build enduring relationships within the business.
• Advanced knowledge in MS Excel (Macro, Pivot tables etc.)
• Advanced knowledge in PowerPoint.
• Working knowledge of databases like SAP, Micro Strategy, SQL servers etc.

Emirates Group is an international organisation with employees from over 170 nationalities; we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.