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Dell



Demand & Supply Pln Advisor

Xiamen, Fujian, China, CN - Information Technology and Services



Coordinates the demand and/or capacity planning functions for a business unit or segment. Responsible for accurately projecting weekly

contact demand by channel(s), entitlement, and queue and/or managing the supply accuracy of the headcount for the business and ensuring

appropriate staffing levels to handle the anticipated demand. Defines both long-term strategies and ever-changing, short-term, and immediate

workforce needs.

Principal Accountabilities

• 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.

• Creates the quarterly financial forecast demand and/or headcount plan for the business in coordination with finance and the senior

leadership team, which becomes the operational opex plan for the quarter and subsequent quarters.

• Determines type of headcount (part-time, full-time, assigned worker, Dell-badged) and site location to align with opex scaling goals.

• Works in coordination with finance to ensure that headcount plan does not exceed financial forecast budget on a quarterly level and

budgeted headcount in updated outlook model within guidelines of financial forecast objectives.

• Plans and monitors the contact volumes by LOB/Queue to ensure that the Business meets their objectives for managing customer contacts.

• Creates and develops standard volume forecast, including tracking actual and interfacing with Finance and Reporting teams when data

gaps occur or questions arise.

• Develops outsource partner monthly interlocks to ensure capacity is adjusted to meet monthly call trends and business changes.

• 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.



No salary provided



Posted June 19, 2014 at 03:55AM from LinkedIn http://ift.tt/1raJQQN

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