Monitors and tracks capacity, productivity performance and changing volume trends while being cognizant of service objectives.
Acts as a coordinator and facilitator for business in weekly headcount and capacity meetings, confirming hiring plans, actual headcount, reviewing current and future capacity, risk to business, upcoming events and program / pilot launches and ensures that actions are taken that result in managing to the published hiring plans.
Tracks change of status (terminations, new hires, transfers) for production and support functions in the business, compares to plan and adjusts the plan accordingly to ensure proper handling of customer contacts according to financial and business objectives that have been established.
Partners with business to understand volume drivers, channel mix shifts and / or discuss appropriate assumptions used in monthly / quarterly forecast process
Creates and develops standard volume forecast, including tracking actual and interfacing with Finance and Reporting teams when data gaps occur or questions arise.
Develops outsource partner monthly interlocks to ensure capacity is adjusted to meet monthly call trends and business changes.
Provides analytical support surrounding business impact associated with initiatives, network changes and / or service offer attach rates.
3 to 5 years of relevant experience or equivalent combination of education and work experience.
Advanced knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing.
Advanced knowledge of forecasting / planning models and queue metrics to ensure accurate hiring plans to forecasted call volume / headcount.
Strong analytical skills and experience.
Strong PC skills in Microsoft Excel.
Strong organizational skill and the ability to set priorities and follow through.
Ability to source, gather, and interpret detailed information and communicate to financial and non-financial professionals.
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.
If you’ve got the head for complex planning and your heart is driven by challenge and change, this is your opportunity to develop with Dell.
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All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.