Dell Resource Management Advisor - Capacity Planner in Eldorado do Sul, Brazil

Resource Management Advisor

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 Resource Management Advisor on our CCO team in Panama.

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.

Key Responsibilities

  • Analyze performance trends & historical patterns in order build forecasting & staffing plans.Create quarterly forecast planning in a weekly level reflecting the structure of the business.

  • Develops and maintains capacity modelling, ensuring accurate inputs and outputs to support the OMS business with staffing recommendations to maintain service level commitments.

  • Monitors and tracks capacity, productivity performance and changing volume trends while being cognizant of service objectives.

  • Acts as a coordinator and facilitator for business in weekly headcount and capacity meetings, confirming hiring plans, actual headcount, reviewing current and future capacity, risk to business, upcoming events and program/pilot launches and ensures that actions are taken that result in managing to the published hiring plans

  • Tracks change of status (terminations, new hires, transfers) for production and support functions in the business, compares to plan and adjusts the plan accordingly to ensure proper handling of customer contacts according to financial and business objectives that have been established.

  • Partners with business to understand volume drivers, channel mix shifts and/or discuss appropriate assumptions used in monthly/quarterly forecast process.

  • Provides guidance to business initiatives and validates business assumptions to enhance customer support capabilities or reduce costs.

  • Provides analytical support surrounding business impact associated with initiatives, network changes and/or service offer attach rates.

  • Analyzes and attempts to resolve issues that may impact the business’ ability to manage order volume.

  • Benchmarks with other call centers regarding planning process improvements.

  • Provides guidance to finance on suggested changes to hiring plans, outsourcing volumes, overtime to meet scaling challenges and opex overspends throughout the quarter to meet quarterly opex/revenue plans.

  • Ability to interface with remote business partners and support organizations.

Essential Requirements

  • Advanced knowledge of forecasting/ planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount.

  • Advanced knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing.

  • Strong analytical skills and experience

  • Strong PC skills in Microsoft Excel.

  • Strong organizational skills and the ability to set priorities and follow through.

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

  • Manages projects independently bringing recommendations to management

  • Presents problem analysis and recommended solutions in a creative and logical manner.

  • English skills.

Desirable Requirements

  • 8+ years of relevant experience, or equivalent combination, of education and work experience.