Resource Coordinator – Emirates Holidays (Emiratisation)

About the role

The Resource Coordinator supports the Mission Control Team at Emirates Holidays by analysing contact‑centre data, producing forecasts and recommending resource adjustments to maintain high customer‑service standards across call‑centre and retail outlets.

Key responsibilities

• Generate call, email and multimedia contact volume statistics and forecasts for all Commercial Contact Centre departments using historical data and Emirates Group strategy.
• Provide detailed information to the Resource Planning Officer for creating and maintaining staff rosters and schedules.
• Coordinate with NPSD and local management teams to prepare investigative reports on specific business areas and trends.
• Investigate irregular service‑level results, report causes and suggest corrective actions.
• Develop future resource budgets for Commercial Retail and Contact Centres based on historical events, forecasts and medium‑ to long‑term trends.
• Identify opportunities for customer self‑service enhancements, particularly within the IVR, to reduce agent calls.
• Monitor IVR usage, propose system enhancements and report usage trends.
• Highlight manpower‑related trends such as adherence, attendance, sickness, lateness, overtime and leave, and share insights with Contact Centre Managers.

Required profile

• Experience supporting a Mission Control or contact‑centre operations team.
• Strong analytical ability to collate, analyse and report on large data sets.
• Proactive approach to recommending resource requirements and process improvements.
• Ability to work with local management and cross‑functional teams to investigate trends.

Required skills