Workforce Management Advisor

05 Oktober 2018 Plot 27, Bayan Lepas Industrial Zone Phase IV, Bayan Lepas 11900 Penang
Job Details
The Regional CCO department is part of a global operating Contact Center Operations (CCO) organisation which supports Dell Remote Services with Strategic Planning, Telecom infrastructure management, Demand Planning and Incident- & Workforce Management in order to make it easy for customers to contact the Dell Technical Support.
The Worforce Management (WFM) Advisor supports the Remote Services Management in achieving their customer Service Level agreements by providing plans to maximize the Contact Center resources. Part of the primary responsibilities is to create short term volume forecasts in a multi-channel environment and providing staffing requirements in line with operational and financial goals.
The advisor manages a predictive outlook process which proactively identifies upcoming risks and creates recommendations for mitigation actions to the operational management. The effective usage of WFM tools enables the advisor to provide data driven recommendations, mitigation scenarios & Service Level projections which are enabling the operational management to answer customer contacts within the targeted timeline.
As part of mitigation planning the WFM advisor aligns regularly on business contingency plans for emergency situations and helps coordinating the agreed actions in case of an event.
The WFM Advisor is also the primary interface for any business requests towards the global CCO team and coordinates more complex requests within our global organisation on behalf of our internal customers. This includes actively contributing to interlocks with teams such as IT, Telecom, Global Project Management & the Financial Demand Planning team.
Our global Contact Center Operations organization is a destination of choice for highly qualified professionals who are looking for a rewarding job in a very complex and dynamic environment.

Responsibilities
• Interface between CCO and internal business customers
• Creating short term forecasting & staffing requirements
• Proactive outage management & resource scheduling
• Managing SL outlook & mitigation planning process
• Creating risk analysis & business recommendations
• Coordinate emergency situation recovery (BCP Mgmt.)
• Perform SWOT analysis & drive CLCA
• Drive actions & escalations where required
• Support business optimization with “What-If” scenarios
• Interlock with business leads, RT/I Mgmt. and IT
• Audit Aspect eWFM data in- & output (Quality & Hygiene)
• Manage EPI Center input & accuracy (where owned by CCO)
 
Qualifications
• Min. 3 years professional experience in workforce management within contact center industry is required
• Forecasting and Scheduling skills within a multi-channel environment are required
• Fluent English language skills are required
• Expert knowledge of Aspect eWFM & WFO is desired
• Six Sigma (BPI) skills are desired
• Expected competencies :
o Dealing with ambiguity in a complex environment
o Ability to build business relationships & drive team work
o Solid communication & presentation skills
o Self-driven and able to deliver tangible results
o Comfortable in the presence of more senior managers
 
Company Description

Since 1985, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end computing solutions company, Dell continues to transform computing and provide high quality solutions that empower people to do more. We promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Our diverse workforce is critical to generating new ideas and inspiring innovation. Dell serves customers ranging from the world's largest businesses and public-sector organizations, to small and medium businesses and individual consumers. Dell’s over 100,000 team members are deeply committed to serving our community, regularly dedicating volunteer hours to over 1,500 non-profit organizations. The company has also received numerous accolades ranging from employer of choice to energy conservation awards.