Resource and Operations Planner Job in Dubai UAE

JOB DESCRIPTION

Ensure efficient and continuous customer services are available to the client on sites 24/7.

Ensure that Key Performance Indicators (KPIs) are being met, through observation and monitoring of CCTV footage and through the smart tracking system.

In charge of overseeing and running the client-side and smart tracking systems used for service delivery.

Quick and effective resolution of customer concerns and inquiries, in addition to communication with front-line employees and management.

Make sure the frontline team follows the agreed-upon KPI system while handling and prioritizing calls.

As the liaison between the management of facilities infrastructure and front-line customer services, coordinate and address concerns throughout the FM contract.

Establish site-specific protocols for the role in conjunction with AOCC.

Keep track of and report any modifications to operating procedures.

REQUIREMENTS

5 years minimum experience in Helpdesk Operations or Contact Management/Call Centre environment preferably in an aviation or airport environment.

3 years minimum supervisory or team leader experience.

Solid customer focus and customer relationship management experience.

Proven experience in the use of customer service, tracking or rostering systems Knowledge

Have the ability to communicate at all levels in the organisation.

Ability to effectively present information and respond to questions from managers, clients and customers

Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.

Ideally a degree holder in business administration or related discipline in airport/aviation industry · Minimum diploma holder.

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