Dell
Call Rtg and Sched Analyst
Xiamen, Fujian, China, CN - Information Technology and Services
Job Description:
• Reviewing and maintaining business-relevant reports and analytics to enable improvements in SL and productivity metrics
• Ensuring timely delivery of knowledge management data and analytics to the business and other workforce management teams
• Support real time call and e-channel monitoring needs and support / assist the queue as needed
• Assisting with evaluating and identifying inefficiencies within production areas as well as designing innovative improvements
• Liaising closely with business teams and other workforce management teams across APJ, and with the Americas and EMEA as needed
• Mentoring peers and sharing best practices with global counterparts where appropriate
• May be tasked in leading project initiatives that positively impact SL and productivity metrics across the region
Job Qualifications:
• Minimum 4-6 years of relevant experience or equivalent combination of education and work experience.
• Advanced skills in MS Excel and knowledge in other CCO Related tools (e.g. CMS)
• Teamwork and collaboration as well as the ability to operate individually and with minimal direction
• Strong problem solving and decision making skills.
• Strong analytical and process skills
• Excellent communication and presentation skills - written and oral;
• Other Asian languages (e.g. Mandarin, Japanese, Korean, Hindi) is a plus
• Strong knowledge of MS Office applications (MS Access, MS Powerpoint, Visio, MS Excel
• Experience in administrative support for email and chat is an advantage
No salary provided
Posted September 25, 2014 at 02:56AM from LinkedIn http://ift.tt/1sZ36j1
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