Dell Sr Analyst, Project/Prog Admin in BAYAN LEPAS, Malaysia

Responsible for accurate and efficient execution of all work requests, to include the creation and administration needs related to various communication channels (Voice, Email, Chat and Data). Responsibilities include creation of all channel queues, maintenance, documentation; incident resolution and infrastructure upgrade coordination. The person will also act as the primary liaison between IT and our business partners and must be easily accessible for incident management concerns.

Principal Accountabilities

  • Primary liaison between the Business and IT telecom.

  • Manage IVR and telephony infrastructure including monitoring stability, governance, processing requests and implementing technology.

  • Implement and Manage email/chat/voice technologies.

  • Identify track and report issues with call routing, escalating issues when necessary.

  • Work closely with forecast planning team to ensure appropriate voice and data capacity is in place to execute allocation strategy.

  • Ensure all call routing meets guidelines set by IT, the Business and voice of the customer.

  • Attend weekly and bi-weekly meetings with IT and other businesses.

  • Ensures all project documentation is kept up to date and communicated to the relevant stakeholders on a timely basis.

  • 6-8 years of relevant experience or equivalent combination of college degree education and work experience.

  • Contact center experience is a must, with minimum 3 years of experience with Avaya ACD, IVR's, and Geotel

  • Demonstrated ability to lead small project teams.

  • Must have excellent data analysis, verbal and written communication skills.

  • Detail and result oriented.

  • Ability to quickly identify issues and determine the appropriate resolution path.

  • Thorough knowledge of operational objectives, metric goals and organizational strategy.

  • Strong organizational and time management skills to keep work flow consistent.

  • Must be able to multi-task and work on short deadlines.

Organization: Global Services

Title: Sr Analyst, Project/Prog Admin

Location: AP-MY-Penang-Bayan Lepas

Requisition ID: 17000JYL