Dell Inc. listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell sells more systems globally than any computer company, placing it No. 34 on the Fortune 500. Dell's climb to market leadership is the result of a persistent focus on delivering the best possible customer experience by directly selling standards-based computing products and services. Revenue for the last four quarters totaled $58.2 billion and the company employs approximately 90,400 team members around the globe.

Dell was founded in 1984 by Michael Dell, the longest-tenured executive to lead a company in the computer industry. The company is based on a simple concept: by selling computer systems directly to customers, Dell could best understand their needs and efficiently provide the most effective computing solutions to meet those needs. This direct business model eliminates retailers that add unnecessary time and cost, or can diminish Dell's understanding of customer expectations. The direct model allows the company to build every system to order and offer customers powerful, richly configured systems at competitive prices. Dell also introduces the latest relevant technology much more quickly than companies with slow-moving, indirect distribution channels.

Position: Call Routing and Scheduling Sr. Analyst
Work Location: Penang

Responsibilities:

• Provides schedules for contact centers to ensure maximum performance.
• Provides regular service level and performance/productivity metrics reporting.
• Develops scheduling reports based on forecast outlooks and general scheduling scenarios as requested by management.
• Continuous business engagement to drive and maintains targeted service levels.
• Performs as team lead for driving productivity and effective inbound volume planning and allocation.
• Handles escalations and account management to quickly resolve difficult cases.
• Monitors queue to determine appropriate resource allocation to meet service level goals.
• Initiates Business Process Improvement level projects within the team to drive process improvements.
• Analyzes data and assesses opportunities for improving performance while driving efficiencies.
• Provides consultation or expert advice to management

Requirements:

• 6-8 years of relevant experience or equivalent combination of education and work experience.
• Must have excellent data analysis, verbal and written communication skills.
• Advanced knowledgeable of Dell’s queue structure, products, and service offerings.
• Detail and result oriented.
• Excellent knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
• Knowledge of related industry considerations.
• Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.
• Ability to relate actual day-to-day work to business priorities. Focused on learning the key aspects and duties of the job being performed.

Interested candidates are encouraged to apply online by clicking 'Apply Online' below.

Closing Date: 11 February 2012

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