Dell Customer Care Manager I in Xi'an, China

  • Abide by Dell code of conduct and leadership principles.

  • Manage team members responsible for E2E assistance on escalations cases.

  • Collaborate, innovate and drive speedy resolution with RCA and CLCA.

  • Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing and maintenance of a diverse and effective workforce.

  • Responsible for career development/planning, performance and pay discussions of team members.

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

  • Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations.

  • Provides direct supervision to a large team of operational team members supporting escalations and distressed incidents and accounts.

  • Drive one-hour service level across all APJ team members for incidents submitted via Fusion tool.

  • Contributes to area by ensuring quality of tasks/services provided by self and others.

  • Accountable for service levels, operation KPIs and connect sessions with stakeholders.

  • Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.

  • Provides training and guidance to others.

  • Resolves data integrity issues.

  • Improves processes. Uses a variety of data analysis tools and methodologies; applies independent judgment to solve systemic problems.

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

  • Utilizes best practice processes around work assignments, project management, and quality output while maximizing overall team performance.