Resource Management Sr. Advisor

Dell Inc Austin , TX 78719

Posted Yesterday

Global Capacity Planner

This role within the Global Call Center Operations team is focused on actively engaging with global team members to develop and implement standardized processes, analyze business impact on new/changing environments, support business initiatives and determining required headcount for SDS Remote Services, an organization who provide technical support service to our end customers. Reporting directly to the Global Capacity Planning Manager, were looking for a highly motivated individual with leadership experience and strong analytical skills who can think strategically and build strong remote relationships with global partners and team members.


  • Maintain strong relationships between Global Capacity and the following groups globally: Business Partners, OSP Management, Finance, Forecast and CCO teams

  • Ability to work within tight deadlines across multiple time zones

  • Plan and monitor operational performance to ensure that Dell meets their objectives for managing customer contacts

  • Create and develop standardized Capacity Plans, including tracking productivity and performance figures for all regions

  • Maintain historical headcount forecasting models and advise on changes if required

  • Review headcount model planning for growth and strategic plans for work types, center locations and assumptions planning for scheduling needs

  • Provide adhoc analysis and guidance for headcount decisions and assumptions related to changing business environments and/or initiative impact

  • Understand SDS Tech Support DB/OSP network and contact handling strategies

  • Educate business partners on planning methodologies and processes

  • Act as planning SME and consultant for program managers on various savings analyses and existing support network

  • Collaborate with team members to create executive presentations

  • Communicate directly with senior management and participate in executive level presentations


Strong analytical ability with experience in the preparation of business plans

Excellent problem solving, prioritization and organizational skills

Ability to gather detailed information, interpret and communicate to non-financial professionals

Requires strong presentation skills and verbal/written communication skills

Strong executive presence

Ability to negotiate and influence outcome

Ability to multi-task in a dynamic and ambiguous environment

Strong leadership skills, initiative and ability to self-direct

Ability to facilitate meetings

Excellent knowledge of spreadsheet, PowerPoint applications

Contact Center Management experience and Support & Deployment Services knowledge preferred
4-6 years of relevant work experience

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Job Family: Product Services

Job ID: R36821

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Resource Management Sr. Advisor

Dell Inc