Dell Advisor, Command Center in Bangalore, India
Workflow Manager: Monitor and coordinate the daily activities of the workflow and call queues in an assigned work area. Collaborate daily with other workflow facilitators across functional areas, partners, and customers, to meet objectives of the support center. Uses defined protocols and independent judgment to properly escalate more complex issues to appropriate resource or department manager in order to resolve customer issues in the most expedient manner possible. Assist with open case management, field and customer escalations and SLO attainment. Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures. Liaison with peers across product between SSC, CSS, Field, CSTs and CSMs. Champions recommendations to management for change/improvements and execute on approved proposal. Able to lead and direct a workgroup. Promotes teamwork to achieve common goals; while encouraging individual contributions skills
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Critical Hiring Criteria:
200 - STORAGE CORPORATE
India - Bangalore