Dell RSCCO Business Performance and Engagement Leader (BPEL) in Round Rock, Texas

RSCCO Business Performance and Engagement Leader (BPEL)

Austin/Round Rock

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 BPEL on our RSCCO team in Austin/Round Rock.

We’re proud to be in the solutions business at Dell. And our business solutions are built on deep analysis and insight. Our Business Operations team within Business Support develops solutions to current and future challenges. We support activities ranging from marketing and manufacturing to maintenance and more. We define scope and objectives based on a thorough understanding of end users, business needs and processes. From analyzing, evaluating and documenting requirements through to specifying solutions, we strive to improve processes and maximize potential.

Key Responsibilities

  • Engagement as Trusted Advisor / Consultant on SMT

  • Performance Leadership

  • Headcount Council (RSCCO, Finance, HR, Regional Leadership)

  • Communications

  • See Additional Job Description for more specifics

Essential Requirements

  • Executive Presence

  • Executive Storytelling

  • Analytical Skills

  • Strategic/Political Agility

  • Attention to detail

  • Drive for Results

  • Strategic Influencer

  • Relationship Builder

  • Manage in a matrixed Environment

  • Dealing with ambiguity

  • Need to know Tech Support and the players

Desirable Requirements

  • Remote Services knowledge a plus

  • Call Center knowledge a plus

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 share our passion for data and you’re keen to play a key role in driving progress, 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 .

The Business Performance and Engagement Lead (BPEL) is the primary point of contact with the aligned SDS Remote Services Leaders (RSLs), representing the Remote Services Contact Center Operations (RSCCO) organization. The BPEL will represent RSCCO on the SMT of one or more RSL’s.

The BPEL will be responsible for enabling the business to achieve performance associated with the roles and responsibilities of RSCCO. Additionally, the BPEL is responsible for representing RSCCO on their internal metrics and the subsequent impacts to the business.

The principal accountabilities of the role are as follows:

  • Engagement as Trusted Advisor / Consultant on SMT

  • Consultancy at planning Sessions

  • Regular overview presentations, filtering important information – ensuring awareness

  • Ad-hoc Ops reviews, as required

  • Regional Intake leader. Providing reports, giving direction, filter for intake requests from RSL’s business. Input / output of intake process

  • Heads up on important information, POC for feedback/clarification/concerns

  • Consultancy to Enable Transformation

  • Provide consultancy on potential Network Optimization opportunities

  • Align with Global Partner strategy and Guidance

  • Dell Facilities Strategy

  • Telecoms Enablement

  • Channel all requests between RSL and RSCCO

  • Pre-wiring for Capacity Cycle Reviews

  • Pre-wiring and providing input to Quarterly Network reviews

  • Voice / Desktop Analytics Expertise

  • Working knowledge of process, intake status, current outputs

  • Liaison into CCO teams and processes

  • Performance Leadership

  • Enable the business to scale while improving key RSCCO performance indicators impacting their efficiencies and improving overall customer experience

  • Help define both long-term strategies and short-term/immediate needs for Business Partners, related to RSCCO

  • Directs the efforts of others in the achievement of the strategic and operational objectives of RSCCO

  • Leads virtual RSCCO team to create and sustain an operating environment that is reviewing capacity, performance and volume trends while being cognizant of service and continuity objectives

  • Resolves RSCCO related operational issues and oversees internal Customer Escalations

  • Assists Business and RSCCO in the development and implementation of strategic plans

  • Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization

  • Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service

  • Creates and manages BMS to enable performance leadership tied to RSCCO operational metrics

  • Headcount Council (RSCCO, Finance, HR, Regional Leadership)

As local RSL policies may differ the role of the BPEL may differ slightly, depending on which RSL they are aligned to. In some instances, the BPEL will lead the HC Council for the RSL while in other instances the BPEL will be a consultant as part of the RSL’s HC Council.

  • Provision of heatmap to prioritize investment

  • Overview of HC requests to ensure alignment to heatmaps, investment priorities, Global strategic direction, requirements of offers

  • Feedback, pushback, strategic direction through the council

  • Regular HC outlook views

  • Quarterly headcount overview

  • Monthly Contact tracking – leveraging actuals to plan to help with HC investment decisions. Track shifting contact trends, track attrition rates, give guidance on risks

  • Communications

  • Regular Communication with overview of key RSCCO messaging, such as scorecards, heatmaps, attainment etc..

  • Telecoms Roadmap Updates

  • IT Roadmap Updates

  • Presentations in SMT - recommendations, performance and how we are supporting their initiatives