Dell Sr Analyst, Resource Mgmt in Taguig, Philippines
Coordinates the demand and/or capacity planning functions for a business unit or segment. Responsible for accurately projecting weekly contact demand by channel(s), entitlement, and queue and/or managing the supply accuracy of the headcount for the business and ensuring appropriate staffing levels to handle the anticipated demand. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs.
Leads special projects related to demand and/or capacity planning
Analyzes and escalates issues 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
Ensure the professional development of each of the workforce specialists/analysts.
Build relationships and keep the operational leaders abreast with the real time status of each process.
Drive real time strategies including skilling, shrinkage utilization and partner with vendor's workforce team to meet the daily performance
Provide insights to daily, weekly, monthly performance to process owners as well as the capacity planner and share strategies on addressing each.
Review weekly staffing with vendor scheduling team and provide directions and insights before the week starts.
Knowledge of call center management and all related calculations
Ability to drive high performance and coach team members
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
Experience and understanding of staffing, queues, and performance measurements
Proficiency with Excel and other reporting tools
Strong written and verbal communication skills with the ability to drive and effectively communicate change
Strong knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
Strong ability to analyze call trends and take appropriate action
Must be available to work any shift any day
Typically requires 2 years of workforce management/resource planning related experience with a Bachelor’s degree; degree in statistics, mathematics or programming preferred
Job: Resource Management
Title: Sr Analyst, Resource Mgmt
Requisition ID: 17000KUK