Dell Resource Management Sr. Advisor (17000O7S) in Austin, Texas

Resource Management Sr. Advisor (17000O7S)

Job ID R11986

Date posted 10/09/2017

Location Austin, Texas

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.


Global Capacity Planner This role within the Global Call Center Operations team is focused on actively engaging with global team members to develop and implement standardized processes, analyze business impact on new/changing environments, support business initiatives and determining required headcount for SDS Remote Services, an organization who provide technical support service to our end customers. Reporting directly to the Global Capacity Planning Manager, were looking for a highly motivated individual with leadership experience and strong analytical skills who can think strategically and build strong remote relationships with global partners and team members. Responsibilities - Maintain strong relationships between Global Capacity and the following groups globally: Business Partners, OSP Management, Finance, Forecast and CCO teams

  • Ability to work within tight deadlines across multiple time zones

  • Plan and monitor operational performance to ensure that Dell meets their objectives for managing customer contacts

  • Create and develop standardized Capacity Plans, including tracking productivity and performance figures for all regions

  • Maintain historical headcount forecasting models and advise on changes if required

  • Review headcount model planning for growth and strategic plans for work types, center locations and assumptions planning for scheduling needs

  • Provide adhoc analysis and guidance for headcount decisions and assumptions related to changing business environments and/or initiative impact

  • Understand SDS Tech Support DB/OSP network and contact handling strategies

  • Educate business partners on planning methodologies and processes

  • Act as planning SME and consultant for program managers on various savings analyses and existing support network

  • Collaborate with team members to create executive presentations

  • Communicate directly with senior management and participate in executive level presentations


Qualifications - Strong analytical ability with experience in the preparation of business plans

  • Excellent problem solving, prioritization and organizational skills

  • Ability to gather detailed information, interpret and communicate to non-financial professionals

  • Requires strong presentation skills and verbal/written communication skills

  • Strong executive presence

  • Ability to negotiate and influence outcome

  • Ability to multi-task in a dynamic and ambiguous environment

  • Strong leadership skills, initiative and ability to self-direct

  • Ability to facilitate meetings

  • Excellent knowledge of spreadsheet, PowerPoint applications

  • Contact Center Management experience and Support & Deployment Services knowledge preferred

  • 4-6 years of relevant work experience

Company Description: With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dells team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

Why work with us? Life at Dell means collaborating with dedicated professionals with a passion for technology. When we see something that could be improved, we get to work inventing the solution. Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members health and wellness is our priority as well as rewarding them for their hard work.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

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