Resource Planning Officer (Emiratisation)

Role overview

Emirates is looking for a Resource Planning Officer to help improve network productivity and efficiency through effective planning, analysis, and scheduling. The role supports the achievement of service targets by making better use of operational data, identifying insights through analytical and creative data-mining approaches, and helping teams respond to changing demand. Based in Dubai, this position contributes to a global airline environment focused on service quality, operational excellence, and customer experience.

What you will do

• Work within the team and follow established procedures to deliver high-quality output that supports the division’s goals.
• Stay in regular contact with contact centre operations teams to understand reporting and schedule needs, as well as any adherence concerns and their effect on business performance.
• Build action plans that help maintain service levels across the network and the contact centre.
• Apply Corporate Emergency Response policies and procedures promptly when unforeseen events require immediate activation.
• Take part in a rotating remote support rota for Global Connect to provide 24/7 coverage for technical and operational incidents across the network.
• Create weekly rosters on agreed cycles, ensuring plans make the best use of available resources.
• Prepare interaction forecasts, annual leave plans, and training plans aligned to the strategic direction set by GCRPT for each contact centre so every area has enough staffing to meet service targets.
• Produce and maintain staff schedules that support target service levels.
• Coordinate with Contact Centre Operations Officers and local management on holiday planning, agent working-hour changes, and leave allocation while balancing employee satisfaction and customer service requirements.
• Use forecasts to spot coverage gaps in current manpower and recommend overtime for the next two weeks, while remaining compliant with the relevant employee legislation in each jurisdiction.
• Act quickly on shift issues and day-to-day productivity challenges, troubleshooting operational problems to minimise impact on customer service across the contact centre and retail office network.
• Track recruitment and attrition trends and flag possible concerns to Contact Centre Operations and training teams so staffing levels remain adequate and employees are properly skilled.
• Prepare regular newsletters for the network, including updates on annual leave availability and expected surplus or shortage periods.

Requirements

• Previous experience as a Resource Planner or Data Analyst in the aviation sector or a contact centre.
• Comfortable working independently as well as collaboratively in order to meet tight deadlines.
• Able to produce strong results in a virtual team setting.
• Capable of building lasting working relationships across the business.
• Advanced Excel skills, including macros and pivot tables.
• Advanced PowerPoint skills.
• Working knowledge of databases and tools such as SAP, MicroStrategy, and SQL Server.

Additional information

Emirates Group is an international organisation with employees from more than 170 nationalities and welcomes applications from candidates across the world. The application process includes submitting an updated CV through the Emirates Group careers website, completing a HireVue video interview if you meet the role criteria, attending an interview with hiring managers if shortlisted, and receiving an offer followed by onboarding support if successful.

Salary and benefits

Employees in Dubai receive an attractive salary package along with travel benefits specific to the aviation industry, including discounts on flights and hotel stays worldwide. More details about employee benefits are available in the Working Here section of the Emirates careers website, and further information about living and working in Dubai is available in the Dubai Lifestyle section.