Dell Advisor, Project Program Management in Bayan Lepas, Malaysia

Advisor, Project Program Management Dell Penang, Malaysia

People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Business Supports team in Dell, we are looking for an Advisor, Project Program Management to join our team in Dell Penang (SWTC - Bayan Lepas), Malaysia .

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

Key Responsibilities

We are looking for a highly motivated individual with experience of Contact Centre Technology , who possesses a clear understanding of Contact Centre dynamics and excellent communication skills. We are looking for someone who can demonstrate an advanced level of skill across a variety of technical and some project management areas, along with exceptional analytical skills.

Principal Duties and Responsibilities * Primary liaison between the Business and IT telecom. * Manage IVR and telephony infrastructure including monitoring stability, processing requests and implementing technology.
* Work on project teams to implement new and emerging technologies into call centre. * Identify, track and report issues with call routing, escalating issues when necessary. * Update internal databases to ensure that reporting is current and up to date. * Work closely with forecast planning team to ensure appropriate voice and data capacity is in place to execute allocation strategy. * Ensure all routing meets guidelines set by IT, the Business and voice of the customer. * Close queues during emergencies, holidays or meetings. * Assist call center operations desk in understanding telephony infrastructure. * Attend weekly and bi-weekly meetings with IT and other businesses.

Essential Requirements

Knowledge, Skills, and Abilities : * Advanced knowledge and understanding of telecom technology. * Prefer experience with Avaya. * Ability to quickly identify issues and determine the appropriate resolution path. * Thorough knowledge of operational objectives, metric goals and organizational strategy. * Advanced written and verbal communication skills. * Strong organizational and time management skills to keep work flow consistent. * Must be able to multi-task and work on short deadlines. * Prefer a Bachelor’s degree or equivalent, with a minimum of two years experience in Customer Service Delivery or related field. Interactions : * Interact with Senior/Area/Frontline Managers, IT, peers in other business organizations and functional peer group managers within Operations. Interactions will range from day to day planning/issue awareness to strategic objectives.

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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, colour, 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.

Job: *Project/Program Mgmt

Organization: *Operations

Title: Advisor, Project Program Management

Location: AP-MY-Penang-Bayan Lepas

Requisition ID: 17000KO9