Junior Employee On-boarding Specialist - US hours 16.00 -1.00

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Angajator: Dell Technologies
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 04.05.2019
    Remote work: On-site
    Scurta descriere a companiei

    Who we are

    We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

    Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

    Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.

    Cerinte

    Essential requirements:

    - Basic knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing
    - Basic knowledge of forecasting/planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/head count
    - Basic to intermediate skills in Microsoft Excel
    - Can manage and update simple templates with minimal supervision
    - Adept in computing for usual SLAs like Service Levels, Occupancy, Absenteeism and Average Handle Time(s)

    Responsabilitati

    Key Responsibilities:

    This person will 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.

    - 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.
    - Handle Incident Management Tickets within Service Level Agreement (SLA)
    - Handle Onboarding Tickets within SLA
    - Send intraday and end of day reports as well as other regular daily reports
    - Send updates when Service Level is missed for 3 consecutive intervals

    Alte informatii

    Benefits:

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

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