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.