Contact Centre Channel Design Sr. Manager

Dell Inc Round Rock , TX 78664

Posted 3 months ago

Job ID R025959 Date posted Jul. 26, 2019

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can't wait for you to discover this for yourself as a Contact Centre Channel Design Sr. Manager on our team in Round Rock, TX

Every day at Dell, ground-breaking innovation is driven by talented people. Resource Management makes sure our organization always has the right people in the right teams, in the right numbers at the right times. We work closely with assigned business units or segments to coordinate demand and capacity planning. Accurately projecting resource needs, we make sure headcount gives Dell all the scope necessary to meet global demand. Defining long-term strategies while delivering what's vital right now, we constantly stay a step ahead of change.

Directs the efforts of others in the achievement of the strategic and operational objectives of the group Manages the hiring, staffing and maintaining of a diverse and effective workforce Responsible for career development/planning, performance and pay discussions of team members Reports and presents activities, issues and recommendations to senior leadership and executives Allocates work among team members and provides guidance on a regular basis Manages projects, or specific activities related to projects within given constraints of time, budget, and quality Drives and leads process & quality improvement projects Analyzes data and provides interpretations and various reports for the business

Provides analytical and project support to a business unit, segment or function by leading a team of intake & quality analysts, advisors & Sr. Advisors. Activities include evaluation, analysis, documentation of requirements, and translation into proper solution specifications with ongoing quality control. Formulates and defines scope and objectives based on both end-user needs and a thorough understanding of business strategy and processes. Understands the business implications of solutions & ongoing quality control, and assists in defining the solutions to support any future business requirements.

  • Provides leadership and strategic direction to the intake & quality control teams

  • Establishes and maintains relationships with internal and external stakeholders

  • Oversees the building of the intake & quality framework and processes

  • Trains others on intake & quality methodologies, practices and frameworks

  • Ensures compliance with relevant legislation

  • Presents intake & quality results at senior leadership reviews & Ops reviews

  • Is able to build intake & quality cost benefit analysis

  • Typically responsible for significant components of multiple projects or multiple small-mid sized projects

  • Impact is on multiple functions or processes

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

If you can deliver world-class training that focuses on ground-breaking technology, this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

Apply now Apply now


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Contact Centre Channel Design Sr. Manager

Dell Inc