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

Organization: Finance

Title: Sr Analyst, Resource Mgmt

Location: AP-PH-Manila-Taguig

Requisition ID: 17000KUK