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. Actively be involved in the day to day operations of the Mission Control Team and proactively provide recommendations for resource requirements to ensure customer service levels are achieved across the Call Centre and retail outlets in the network.Job Outline

• Produce call, email and other multimedia contact volume statistics and forecasts for all departments within Commercial Contact Centres based on historical data using Emirates Group and contact centre strategy information. Provide the Resource Planning Officer with the detail to enable them to produce and maintain staff rosters and schedules.
• Coordinate with NPSD and all local management teams across the network in order to prepare reports to investigate specific business areas and trends. 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.
• Recommend opportunities to Mission Control Team and all Contact Centre Managers for customer self-service enhancements and opportunities within the IVR so as to reduce calls to agents. Monitor and report on IVR usage, offer suggestions and recommend changes on system enhancements.
• Highlight trends on manpower related items such as staff adherence to schedule, attendance, sickness, late, absence, overtime, lieu time, leave, and provide these to local Contact Centre Managers so that any issues may be addressed in a timely manner.
• 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.
• 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.
• Produce regular and timely reports on EK Commercial office\'s performance at network, contact centre, team and agent levels.
• Create and maintain agent skills records. Regularly communicate with the training and local management teams to ensure agent skill records are up to date and correct so as to ensure calls are routed to correctly skilled agents.

Experience

• More than 3 years in Commercial Sales.
• Minimum 4 - 5 years resource planning experience preferably within a contact centre.

Qualification

• Degree or Honours (12+3 or equivalent).

Knowledge / Skills

• Working knowledge of contact centre procedures and methodology.
• Strong analytical ability and diagnostic and problem solving skills.
• Ability to communicate and negotiate effectively.
• PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
• Genesys experience, while not essential, would be desirable

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