Dell International Services Philippines, Inc

Demand and Supply Planning Advisor

Responsibilities

As a Demand & Supply Planning Advisor you will coordinate the demand and/or capacity planning functions for Dell Financial Services (DFS) voice queues. You will also be 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.

  • 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 head count 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

Requirements

  • Candidate must possess at least a Bachelor's/College Degree on any course.
  • Preferably Non-Executive specializing in BPO/Call Center or equivalent.

  • At least 6 years of relevant experience or 10 years combination of education and work experience
  • Advanced knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing
  • Advanced knowledge of forecasting/ planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount
  • Strong analytical skills and experience
  • Strong PC skills in Microsoft Excel
  • Strong organizational skill and the ability to set priorities and follow through
  • Ability to source, gather, and interpret detailed information and communicate to financial and non-financial professionals

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.

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