Resource Planning Officer

If you are searching for aviation jobs in Dubai that combine data, planning and frontline customer operations, this Resource Planning Officer opportunity with the Emirates Group in Dubai, United Arab Emirates could be an excellent next step. The role supports the contact centres that serve Emirates customers around the world, making sure the right people are scheduled at the right times to handle calls and enquiries. Among Gulf jobs in airlines and customer service, this position stands out because it is about the planning behind the service rather than handling enquiries directly, and it suits someone who is strong with numbers and calm under deadline pressure. You can apply online through the official Emirates Group careers page linked at the end of this post.

About the Role

The Resource Planning Officer is responsible for planning resources across the Emirates contact centre network in a way that makes the best possible use of the people available. Contact centres operate across different times and peaks in demand, so careful forecasting and scheduling are essential if customers are to be answered quickly and service levels are to be protected. Your work provides the rosters, forecasts and plans that allow the operation to run smoothly day after day.

A large part of the job involves working closely with Contact Centre operations teams. You will discuss what reports and schedules they need, check how well teams are keeping to the plans that have been issued, and agree practical action plans when service levels need attention. The role also covers forward planning, from weekly rosters and expected interaction volumes to annual leave and training plans that have to be fitted around operational demand.

This is a detail-focused position where accuracy matters, because a small error in a forecast or roster can affect many employees and many customers. At the same time, it is a people-facing planning role, since leave requests, changes of hours and holiday planning all affect individual team members, and those decisions need to be handled fairly, clearly and in line with local rules.

Key Responsibilities

– Carrying out resource planning for the contact centres, with the aim of making the best use of network resources and protecting productivity across the operation.
– Communicating regularly with Contact Centre operations teams about the reports and schedules they require, and checking adherence to the schedules and plans already in place.
– Agreeing action plans that support service levels, especially at busy periods or when demand is higher or lower than expected.
– Producing weekly rosters, interaction forecasts, annual leave plans and training plans, and creating and maintaining accurate employee schedules.
– Working with operations officers and local management on holiday planning, changes of hours and leave allocation, so requests are handled consistently across the network.
– Forecasting where coverage gaps are likely to appear and recommending overtime for the following two weeks where it is needed, while respecting local legislation.
– Investigating and resolving shift and daily productivity issues across the contact centre and retail office network, finding the cause rather than simply treating the symptom.
– Keeping track of recruitment and attrition, so that expected changes in staffing numbers are reflected in future plans.
– Producing network newsletters that explain leave availability and where there is a surplus or shortfall, so managers and employees can plan ahead.
– Providing rotating remote support for Global Connect on a 24-hour, seven-day basis when rostered, and understanding the Corporate Emergency Response policies that apply in a serious incident.

Requirements and Qualifications

– A Bachelor’s Degree or Honours qualification, or equivalent, meeting the employer’s stated standard for this role.
– More than three years of experience in customer service or contact centre environments, with a clear understanding of how frontline operations work.
– Previous experience as a resource planner or data analyst, ideally within aviation or a contact centre setting.
– Advanced Microsoft Excel skills, including macros and pivot tables, together with confident use of Microsoft PowerPoint for presenting plans and results.
– Working knowledge of database and reporting tools, which may include SAP, Micro Strategy and SQL servers.
– The ability to work effectively on your own as a sole contributor while also contributing fully as part of a wider team.
– A record of delivering accurate work to tight deadlines, including when plans have to be produced or changed at short notice.
– Comfort working with virtual teams and building good business relationships with colleagues in different locations.

This role suits someone who genuinely enjoys planning, patterns and problem-solving, and who takes satisfaction in a roster that works well in practice, not just on paper. It will appeal to contact centre professionals who want to move further into workforce planning, as well as to data analysts who want their work to have a visible effect on a large customer operation. Strong organisation, clear communication and a steady approach when demand changes suddenly will all help you succeed, and an interest in aviation and international customer service will make the work more rewarding.

About the Company

Emirates is Dubai’s international airline and the best-known part of the Emirates Group, the wider aviation and travel organisation headquartered in Dubai. The airline operates passenger and cargo services connecting Dubai with destinations across six continents, and it is recognised around the world for its large international network and its focus on customer service.

The Emirates Group includes the airline together with related businesses in areas such as ground handling, catering, cargo and travel services. Its contact centres support customers across many countries and time zones, which is why careful resource planning matters so much: the schedules you produce help make sure help is available for travellers whenever and wherever they need it.

Working in Dubai

Dubai is a major global aviation hub and one of the most popular places in the region for airline and travel industry careers, so it is a natural base for anyone building a future in this field. For jobseekers comparing Gulf jobs, the city offers an international workforce, modern infrastructure and employers ranging from global airlines to fast-growing technology and service companies, all within a compact and well-connected city.

The city offers a wide choice of residential areas, a metro and road network that make commuting manageable, and everyday services that are used to welcoming people from around the world. As with any new position, candidates should review the terms offered by the employer directly, ask questions about working patterns, shift support and entitlements during the hiring process, and make sure the role fits their own circumstances before accepting an offer.

Salary and Benefits

The Emirates Group states on its official job page that this position offers an attractive salary and travel benefits, including discounts on flights and hotel stays around the world. No specific salary figure is published for the role, so candidates should discuss the exact package, and how the travel benefits apply, directly with the employer’s recruitment team during the hiring process.

How to Apply

To be considered, submit your application through the official Emirates Group careers website using the link below. Prepare an up-to-date CV that highlights your contact centre, resource planning or data analysis experience, your Excel and reporting skills, and any aviation experience you have, and be ready to explain how you have handled forecasting, rosters or service level challenges in a previous role. Only apply through the official employer page, and do not pay any third party in connection with this vacancy.

Apply here (official employer page): https://external.emiratesgroupcareers.com/en_US/careersmarketplace/JobDetail/Resource-Planning-Officer/26069

GulfCareers.ae is not the employer and never charges applicants a fee. Apply only through the official employer link in this post.