Resource and Operations Planner

Resource and Operations Planner
Make a difference every day 

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".  
 
Your Opportunity  

The purpose of the job is to coordinate resources on site from the Airport Operations Control Centre at Dubai Airports. The roles purpose is to act as the central integrator with the data centre of the airport to provide communications with other stakeholders and share information with frontline staff.

You will provide on-going performance monitoring and implement strategies for addressing passenger service issues. Additionally, you will represent Serco with other stakeholders and report on any client relationship issues, obstacles and functional aspects of working with the AOCC to look at greater visibility across the Terminals. Your end goal will be to serve the contracts team by delivering visibility, proactive communication and to recommend efficiencies in the operation through observation and teamwork.

The ideal candidate should have the ability to communicate at all levels in the organisation and maintain customer confidentiality and have excellent communication skills.

This role will be based in Dubai Airports.
 

Key Accountabilities 

• 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.

• Manage and operate the service delivery systems (Smart tracking and other client-side systems).

• Fast and efficient handling of client queries and issues as well as coordination with management and frontline staff.

• Ensure the frontline team address and prioritise calls within the agreed KPI structure.

• Coordinate and respond to issues across the FM contract, becoming the link between frontline customer services and the management of facilities infrastructure.

• Determine site specific procedures for the position with AOCC

• Document and report on changes in operational procedures

Specific 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.

What's in it for you? 

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: 

• Competitive monthly pay and allowances that are commensurate with the role and industry standards 
• Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing 
• We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards 
• We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones 
• We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture 
• We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. 
• As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with

Join Us 

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day. 

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career. 

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.