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source : Wisdom Jobs

RESOURCE OPTIMISATION CONTROLLER -LL Job Purpose JOB PURPOSE The Resource Optimization Controller through effective team leadership and in communication with the Call Centre Manager group is responsible for managing the operational performance of the Global Connect multi-

channel contact centre platform on a day to day basis aligning with the strategy as defined by MNRO Responsible for the ensuing the optimal usage of the global workforce to deliver the best possible customer experience across channels JOB ACCOUNTABILITIES Manage the operational global connect environment leading a team of resource planners and interacting with Contact Centre Managers and their teams in the Contact Centres ensuring a balance of effective workforce utilization and high customer experience across all channels and multi-

media Lead of team of Resource Planners schedulers and management Information Specialists to ensure that the work outputs of both teams stand up to the scrutiny of our customers the Contact Centre Managers and their teams in complying with statutory and corporation workforce scheduling regulations and accurate performance management indicators relative to MY BC or Performance Matters inputs Use the global connect environment market trends and external factors to create short term and long term forecasts for operational scheduling and budget planning Ensure the global schedules leverage Emirates Group investment in technology to deliver an exemplary customer experience at all times As required project manage change initiatives into the organization and work as a project team member using formalized project management methodology taking into account the global nature of operations and complex communication challenges involving all stakeholders Ensure an environment of constant analysis is maintained constantly challenging performance in the areas of customer experience cost ratio s and productivity of people presenting recommended improvement plans as required Manage the production of real time and historic Management Information used for guiding the strategic direction of the Global Connect Contact Centre and the workforce Innovate in terms of new key performance metrics and how they may add additional measurement criteria to understand productivity or Customer Experience in the Contact Centre space Recommend performance targets based on historic performance and future trends to facilitate production of Manpower Planning Strategies Manage the leave allocation for each Contact Centre group ensuring all earned leave is burned through the course of the year resulting where possible with zero balances in each contact centre at the end of the year Participate in Contact Centre site meetings on-

site meeting Contact Centre Managers and their teams assessing performance of the site and receiving feedback on The Global Connect Scheduling teams with a view to continual improvement Work in conjunction with Emirates Group IT and external IT support companies BT to ensure best utilization configuration of technology Provide recommendations during configuration workshops on how designs can be modified to provide better manpower utilization or customer experience Keep current on latest Call Centre Technology trends and usage strategies Innovate using the available technology options to create optimal routing strategies across media types ensuring agent productivity metrics are achieved Qualifications and Experience Head Office based Shift based role Must have the following experience Minimum 5 years previous experience in Contact Centre Operations including multi-

channel Minimum 5 years previous experience managing a team Minimum of 2 years working in an area involved in data analysis Experience using Workforce Management software Proven track record in managing complex discussions with multiple stakeholders Salary and Benefits Tomorrow you could be living in dynamic Dubai and earning a tax-

free salary with global benefits Starting with two aircraft and a handful of enthusiastic people we have grown at a phenomenal rate We are now one of the fastest growing airlines in the world flying to over destinations across 6 continents We are looking for people to join our global family of over people from nationalities across a diverse range of disciplines If you are a high performer seeking unparalleled career opportunities join the Emirates team and help us create the future of travel We offer an attractive tax-

free salary paid in Dirhams the local currency of the UAE The Dirham is linked to the Special Drawing Right of the International Monetary Fund It has been held constant against the US dollar since the end of at a mid-

rate of approximately US 1 Dh3 Besides travel benefits normally associated with an airline more information on employee benefits is available within the Working Here section of this site By viewing the Dubai Lifestyle section in the site you can also consider the benefits of Dubai as a location to live and work in Job Category CommercialPrimary Location United Arab Emirates-

DubaiJob Posting -Dec- 8 AMClosing Date -Dec- 7 PM

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