Senior Analyst, Resource Management
Dell
Manila, Philippines
8d ago

Leads special projects related to demand and / or capacity planning as well as Telecoms. Analyzes and escalates issues on new projects that may impact the business’ ability to manage call volume.

Provides information to assist in decision making relative to hiring plans changes, outsourcing volumes, overtime to meet scaling challenges and opex overspends throughout the quarter to meet quarterly opex / revenue plans.

Single region and / or 2-3 segments within business.

Primary Accountabilities

  • May assist in writing and maintaining operating manuals and the development of specifications, records, and form layouts.
  • Analyzes user needs and recommends solutions to the hardware and software systems supporting telecommunication operations
  • Reviews diagnostic reports and interprets data
  • Understands basic business needs enough to offer simple telecommunications solutions
  • Understands basic business needs enough to offer simple telecommunications solutions
  • Leads special projects related to demand and / or capacity planning
  • Analyzes and escalates issues that may impact the business’ ability to manage call volume
  • Will assist and help in IT and Telephony related roll-outs and issues.
  • 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.
  • Provides guidance to business initiatives and validates business assumptions to enhance customer support capabilities or reduce costs.
  • Provides analytical support surrounding business impact associated with initiatives, network changes and / or service offer attach rates.
  • Qualifications

  • Good knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing
  • Good knowledge forecasting / planning models and queue metrics to ensure accurate hiring plans to forecasted call volume / headcount
  • Good analytical skills and experience
  • Good PC skills in Microsoft Excel
  • Ability to gather detailed information
  • Typically requires 2+ years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent experience
  • Apply
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