Dell International Services Philippines, Inc

Call Routing and Schedule Sr. Associate

Responsibilities

  • Comprehensive knowledge of a wide range of policies and procedures for the work area.
  • Integrates knowledge and experience as a skilled specialist.
  • Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies.
  • Possesses deep technical knowledge in area of specialization.  Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions.Develops solutions to complex technical problems, which may impact multiple work areas.
  • Probes beyond the stated situation to identify underlying issues and consider possible alternatives.
  • Recognizes and acts on inconsistencies in data.
  • May develop new techniques and procedures. Work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations.
  • Recommends and assists in the implementation of changes to policies / procedures as appropriate.
  • Understands the implications of actions and decisions within work area and across teams.Resolves complex issues escalated from less- experienced team members.Receives general direction; work may be completed without pre-established procedures.
  • Work guided by team requirements or department objectives. Establishes own priorities within general guidelines.
  • Coordinates resources and activities as needed to achieve deadlines and results.
  • Finds ways to improve efficiency, quality and service of ongoing work. May provide direction/coaching to less experienced team members.May act as lead on small projects.Contributes to area through the quality and efficiency of work.
  • May contribute to the area by ensuring the accuracy of others’ work. Applies communication skills to interpret technical information or to provide technical advice/guidance.
  • Builds trust; explains the rationale behind processes, approaches and decisions.
  • Anticipates future needs based on past transactions. Able to accurately and effectively communicate subject-matter specific and/or technical topics to an audience unfamiliar with the nuances of the discipline.Informs technicians of schedule adherence violations. Informs leadership of technician violations. Must be able to instantly determine queue personnel needs during times of heavy call volume 

Requirements

  • At least 4 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a High School Diploma, Technical Vocational / Certificate, Bachelor's/College Degree or equivalent.
  • Preferably Non-Executive specializing in BPO/Call Center or equivalent.

  • 2-4 years of relevant experience. Strong data analysis skills.
  • Knowledge of Dell’s queue structure, products, and service offerings.
  • Strong knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
  • Proficiency in Microsoft Office.
  • Verbal and written communication skills.
  • Innovates, Inclusive, Simplifies, Decides, Customer First, Personal Effectiveness, Engages Others.

Additional Information

  • Location: Quezon City, NCR.
  • Full Time position(s) are available.

For more than 26 years, Dell has played a critical role in transforming computing - the company revolutionized the way people and organizations bought their computer hardware, enabling more affordable and more pervasive access to technology around the world.

We are capitalizing on that legacy to help customers evolve the way they purchase, deploy and use computer technologies. Today, the computer industry is at a critical inflection point that will redefine the types of products and services customers demand from their technology providers, including greater mobility, virtualization, cloud computing and ubiquitous data capacity and access.

Dell is addressing this industry change and is uniquely positioned to help its customers grow and thrive in this new era. We now offer more than hardware, with a robust portfolio of products and services we’ve built organically, through acquisitions and re-energized partnerships. In fact, we have our strongest-ever product and services portfolio, and have acquired significant new skills and capabilities, reorganized our operations, optimized our global supply chain and put in place a world-class management team – all to provide solutions with the best value, ease-of-use and flexibility.

Today, Dell connects with more than 5.4 million customers every day. Our 96,000 team members around the world are committed to making technology work harder for customers and communities.

We make technology more accessible to people and organizations around the world. We ship more than 110,000 systems every day to customers in 180 countries — that’s more than one every second.

Even at its start 26 years ago, Dell built computer systems with a singular purpose – to deliver technologies that could unlock human potential. Dell remains relentlessly focused on delivering technology that works harder for our customers and is more accessible to people and organizations around the world.

Dell in the Philippines

Since opening our doors in the Philippines in 1997, we have steadily grown our business and presence in the country in tandem with the rise of Asian economies over the past decade. Today, we look back with pride at Dell Philippines after more than a dozen years of steady growth and success with the following milestones:

  • In 1997, Dell opened its local headquarters in the Enterprise Building at the commercial business district of Makati City. After ten years, it then transferred office to the RCBC Building until 2008, where it is currently situated at the Eastwood City Cyberpark in Quezon City to accommodate the growing team.
  • 2004 saw the introduction of the Dell Authorized Service Provider Program (DASP) cementing its commitment to excellent customer experience, 24x7 support availability, and nationwide coverage.
  • 2005 marked Dell’s leadership in the enterprise segment when it gained number one market share in the Commercial Space for the 1st time.
  • 2005, 2007 and 2008, Dell gained #1 position in the Commercial  Space specific to overall PC units.
  • 2007 saw the opening of several innovative, customer-centric Solution Centers through its network of channel partners.
  • 2009 was celebrated with another milestone when Dell opened its very own Solution center in its Eastwood office.
  • Presently, there are 15 corporate resellers that lead the Sales and Marketing efforts for Dell here in the Philippines.
  • Dell’s presence in the Philippines also includes a strong Dell International Services operation which provides technical and non-technical customer support services to consumers and small and medium businesses in the US, UK, Ireland and ANZ.

Continuing our success

As we continue to transform Dell to meet the demands of a globalized world, we are mindful that the main catalysts behind our success are our stakeholders, especially our customers, partners and our team members. For this reason, we place paramount importance on building meaningful relationships with our stakeholders. When Dell started 26 years ago, taking care of and communicating with our customers, people and communities with integrity, honesty and openness was a priority and our differentiator.

 

Dell continues to be grounded by these values and our growing commitment to the Filipino market, in making technology more accessible to people and organizations.

Other Positions Available:
» Data Entry and Conversion Sr. Representative
» Quality & Standards Analyst
» Customer Care Voice Sr. Representative
» Talent Acquisition Analyst
» Client Field Technical Service Sr. Associate