Resource Coordinator

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Resource Coordinator you will provide comprehensive administrative and workforce support to the dnata Travel Contact Centres by ensuring accurate payroll inputs, adherence to governance standards, and timely reporting of manpower data. Additionally, the role acts as the key point of contact for all administrative activities within the Dubai Contact Centre, supporting management with insights on attendance, attrition, and overall workforce performance.

In This Role You Will

• Handle administrative tasks such as taxi claims, attendance records, and other inputs to ensure monthly accuracy and prevent discrepancies before monthly payroll closure.
• Generate manpower reports and statistics (e.g., headcount, attrition, promotions, new joiners, leavers) for all business accounts across dnata Travel Contact Centres globally, consolidating data from all sites.
• Ensure governance and compliance with policies related to attendance, attrition, taxi claims, and other workforce processes within the Contact Centre
• Communicate and cascade policy updates effectively to employees and management teams
• Act as the primary Point of Contact (POC) for all administrative tasks within the Dubai Contact Centre.
• Coordinate with all management teams across the contact centre to prepare reports on specific business areas and workforce trends.
• Highlight trends on manpower related items such as staff adherence to schedule, attendance, sickness, late, absence, overtime, lieu time, leave, and provide these to the Operations Managers so that any issues may be addressed in a timely manner.
• Create, update, and maintain agent training records, ensuring regular coordination with Training and Operations teams to maintain accuracy and completeness.
• Track, monitor, and analyse workforce trends to provide weekly, monthly, and yearly performance comparisons, enabling management to make timely and data-driven decisions for workforce forecasting.
  
  

• Minimum 4 - 5 years resource planning experience preferably within a contact centre.
• 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
• Degree or Honours (12+3 or equivalent)
• 3+ Years experience in commercial or sales