Wednesday, February 2, 2011

Current Vacancy of Project Management Senior Analyst-1007XMVS in DELL India

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Job Description

Project Management Senior Analyst-1007XMVS

Job Support Services - Project Management
Primary LocationAP-IN-KA-Bangalore
Schedule Full-time
Shift Day Job
Job Level Individual Contributor

General Summary:
· Primary liaison between the Business and IT telecom. Responsible for managing the telephony infrastructure for all call centers, IVRs and telecom technology. Will work closely with the Business and call centers to understand requirements and ensure that their needs are met. Responsible for identifying call routing issues and working to get them resolved with minimal impact to our customers. Will represent the Business on Dell wide initiatives and help develop short term and long term strategies.

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 center.
· 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.
· Carry on call cell phone and be available during that time to work issues.

Knowledge, Skills, and Abilities:
· Advanced knowledge and understanding of telecom technology.
· Experience with Avaya, Edify, Geotel and preferably eWorkforce management.
· 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.

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.

For Further information and apply online :

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