Resource Coordinator EKH (Emiratisation)

Role overview

Emirates, headquartered in Dubai, is seeking a Resource Coordinator to support its Mission Control Team. The role focuses on gathering and reviewing operational data, turning it into clear reports, and using those findings to recommend resource levels that help maintain strong customer service across the call centre and retail network.

In this position, you will work closely with day-to-day Mission Control operations, monitor contact volumes and workforce trends, and help ensure staffing is aligned to service needs across commercial contact centres and retail outlets.

Key duties

• Build statistics and forecasts for calls, emails, and other digital contact channels for all Commercial Contact Centre departments, using historical information and Emirates Group contact-centre strategy.
• Support the Resource Planning Officer by supplying the details needed to create and maintain rosters and work schedules.
• Partner with NPSD and local management teams across the network to prepare reports, study specific business trends, and examine unusual service-level outcomes, along with practical recommendations to prevent repeat issues.
• Contribute to future workforce budgeting for Commercial Retail and Contact Centres using past activity, forecasted demand, and medium- to long-term trend data.
• Identify self-service and IVR improvement opportunities for customers, including suggestions to reduce agent calls, and monitor IVR usage while recommending system enhancements.
• Track workforce patterns such as adherence, attendance, sickness, lateness, absence, overtime, lieu time, and leave, and share findings with local Contact Centre Managers so they can address concerns quickly.
• Collect and present reliable data on the volume and type of calls, emails, and other multimedia contacts received and handled by EK Commercial offices across the network.
• Monitor business trends and compare weekly, monthly, and yearly performance to help the Resource Planning Officer identify solutions.
• Prepare recurring, timely reports covering performance at network, contact-centre, team, and agent level.
• Maintain agent skills records and coordinate with training and local management teams to keep those records accurate so contacts are routed to appropriately skilled agents.

Requirements

• 4 to 5 years of experience in resource planning, preferably in a contact-centre environment.
• Good understanding of contact-centre processes and planning methods.
• Strong analytical thinking, along with diagnostic and problem-solving ability.
• Effective communication and negotiation skills.
• Comfort using Windows-based tools such as Microsoft Word, Excel, and email.
• Experience with Genesys is preferred, though it is not mandatory.

Eligibility

This opportunity is open to candidates who meet the stated experience and skill requirements. Emirates also encourages applications from candidates across the globe, and the role is part of Emirates' Emiratisation hiring focus.

Salary and benefits

Emirates offers an attractive salary package along with travel benefits typical of the aviation industry, including discounts on flights and hotel stays worldwide.

Further details about employee benefits are available through Emirates' careers information, and additional guidance about living and working in Dubai is also provided by the company.

Application process

Applicants are expected to submit an updated CV through Emirates Group Careers. Suitable candidates may then be asked to complete a HireVue video interview. Shortlisted applicants will proceed to an interview with hiring managers, and successful candidates will receive an offer followed by onboarding support.