Jobaric.com
Website dnata
Job Description:
Provide comprehensive support to the Mission Control Team by collating and analysing information in order to produce timely reports and provide recommendations highlighting call trends and volume forecasts.
Job Responsibilities:
- Investigate spurious service level results, report on reasons for the result and provide recommendations to avoid in the future.
- Develop future resource budgets across the Commercial Retail and Contact Centres based on historical events, forecasts and medium/long term trends.
- Coordinate with NPSD and all local management teams across the network in order to prepare reports to investigate specific business areas and trends.
- Track and monitor business trends so as to identify and compare weekly, monthly and yearly performance to assist the Resource Planning Officer in looking for solutions as appropriate.
- Independently gather and present accurate data on number and type of calls, emails and other multimedia contacts offered to and handled by EK Commercial offices across the network.
Job Requirements:
- Strong analytical ability and diagnostic and problem solving skills.
- PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
- Ability to communicate and negotiate effectively.
- Working knowledge of contact centre procedures and methodology.
Qualification & Experience:
- Minimum 4 – 5 years resource planning experience preferably within a contact centre.
- Genesys experience, while not essential, would be desirable
- Degree or Honours (12+3 or equivalent)
Job Details:
Company: dnata
Vacancy Type: Full Time
Job Location: Dubai, UAE
Application Deadline: N/A
Jobaric.com