Resource Coordinator - dnata Global Contact Centre

About the role

dnata is a global air and travel services business operating across more than 130 airports in 34 countries through ground handling, cargo, travel, and catering and retail services. The organisation is driven by a clear mission: delivering on customer promises. It aims to be the world’s most admired air and travel services provider, guided by values that emphasise safety, teamwork, respect, winning together, and forward thinking.

As a Resource Coordinator in the dnata Global Contact Centre, you will support the Mission Control Team with analysis, reporting, and planning inputs that help maintain service levels across the call centre and retail network. The role focuses on monitoring workload trends, forecasting demand, and recommending staffing and resource actions based on data.

Key responsibilities

• Prepare statistics and forecasts for calls, emails, and other contact channels for all Commercial Contact Centre departments using historical patterns and business strategy inputs.
• Share detailed planning information with the Resource Planning Officer to support roster creation and schedule maintenance.
• Work with NPSD and local management teams across the network to build reports that explore business trends and specific operational concerns.
• Review unusual service-level outcomes, explain the likely causes, and suggest preventive actions for the future.
• Support the creation of future resource budgets for Commercial Retail and Contact Centres using past performance, forecasts, and medium- to long-term trends.
• Identify and recommend ways to improve customer self-service and IVR usage so that fewer calls need to be handled by agents.
• Monitor IVR activity, provide insights, and suggest system improvements where needed.
• Flag workforce-related trends such as adherence, attendance, sickness, lateness, absence, overtime, lieu time, and leave so managers can address issues quickly.
• Collect and present accurate data on the volume and type of calls, emails, and other multimedia contacts received and handled across EK Commercial offices.
• Track weekly, monthly, and yearly performance patterns to help the Resource Planning Officer identify practical solutions.
• Produce routine, timely performance reports at network, contact centre, team, and agent level.
• Maintain agent skills records and coordinate with training and local teams to keep those records current so contacts are routed correctly.

Requirements

• A degree or honours qualification (12+3 or equivalent) along with 3 years of experience in commercial or sales.
• At least 4 years of resource planning experience, ideally gained in a contact centre environment.
• Practical understanding of contact centre processes and working methods.
• Strong analytical capability, with solid diagnostic and problem-solving skills.
• Ability to communicate clearly and negotiate effectively.
• Comfortable using PC-based tools such as Microsoft Word, Excel, and email in a Windows environment.
• Prior experience with Genesys is preferred, though it is not mandatory.

Salary and benefits

The role is based in Dubai and comes with an attractive tax-free salary along with travel benefits, including discounts on flights and hotel stays worldwide.

About the employer

dnata is one of the world’s largest air services providers, with operations in more than 80 countries and a workforce of over 40,000 people. The company offers expertise in ground handling, cargo, travel, and flight catering, and continues to grow by attracting people with imagination and creativity.

Additional information

Successful candidates should be prepared to work in a fast-paced, cosmopolitan environment in Dubai.