Resource Coordinator EKH (Emiratisation)

The Resource Coordinator supports workforce planning for Emirates Holidays (EKH) service operations. The role reviews contact volumes and staffing capacity, helps maintain schedules and resource forecasts, and provides accurate updates so that teams are appropriately staffed and customer service commitments can be met.

Key Responsibilities

• Review call, email and multimedia volumes to understand workload patterns and service-level performance.
• Prepare forecasts, rosters and schedules using expected demand, staffing and operational constraints.
• Monitor attendance, adherence, absence, overtime and leave, escalating issues when needed.
• Maintain resource budgets, reporting and updates on team and agent performance.
• Analyse trends and recommend practical scheduling or capacity improvements to operational managers.

Requirements and Qualifications

• Relevant experience in workforce management, resource planning, contact-centre operations or a related analytical role.
• Strong numeracy and comfort working with operational data.
• Experience with scheduling, forecasting or reporting systems is beneficial.
• Relevant education and any additional role-specific conditions as stated in the vacancy.

Skills

• Planning, prioritisation and attention to detail.
• Clear communication and stakeholder coordination.
• Spreadsheet analysis, reporting and trend identification.
• Ability to handle changing demand while maintaining data accuracy.

Employment Details

Emirates Holidays resource-planning role based in Dubai. The successful candidate should be comfortable working with operational schedules and service-level metrics. The role is based in Dubai, United Arab Emirates unless the recruitment team specifies another location. Salary, working hours, benefits and reporting arrangements depend on the employment terms for this vacancy and are not assumed here. Candidates should confirm any required licences, education, experience, language, nationality, medical fitness, shift availability or screening conditions before applying. Successful candidates should work collaboratively, follow documented standards, protect confidential information and raise safety, compliance or service concerns promptly. Responsibilities may evolve with operational demand and the needs of the assigned team.