Production Control Clerk SCA

Company Name:
Perot Systems
Dell Inc.''s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking a Production Control Clerk to compile and record production data for industrial establishments to compare records and reports on volume of production, consumption of material, quality control, and other aspects of production. In this position you will perform any combination of the following duties: compile and record production data from customer orders, work tickets, product specifications, and individual worker production sheets following prescribed recording procedures and using different word processing techniques. Get involved with this Worldwide Operations Service Desk. You will provide IT support services to our DoD client sites and functional organizations. This operation is the primary point of contact for our DoD service consumers and provides the focal point for coordination with our DoD client and their support organizations.
Duties Include:
o Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
o Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner
o Creates and utilizes call volume reports. Works directly with Service Desk management on capacity planning
o Conducts call pattern forecasting and schedule planning to help meet business unit objectives
o Prepares daily and monthly schedules and activities for the contact center to ensure there is adequate personnel coverage to meet service level and abandonment rate objectives
o Candidate must be able to multitask
o Candidate must be able to prioritize tasks in a high pressure environment and complete deliverables within the allotted timeframe.
o Develops scheduling reports in multiple tools based on forecast outlooks and general scheduling scenarios as requested by management
o Creates schedules for contact centers to ensure maximum performance; also runs schedule bid for all sites
o Handles agents' schedule requests for time off and provides reconciliation between the scheduling and timekeeping tools
o Assists Service Desk management in maximizing performance while maintaining financial awareness.
o Distributes contacts to contact centers, based on forecast volumes and guidance from management while maximizing service level performance
o Maintains target service levels for speed to answer and abandonment rate
o Forecasts daily contact and technician availability
o Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability
o Monitors incoming queues and ensures technicians are available for support
o Creates monthly, quarterly, and yearly stack ranks for each queue to assist in performance management
o Pulls data from various tools and databases and merges into one document for manager, coach, and agent use
o Creates daily telecom reports for the purpose of performance management
o Creates daily attendance reports to track shrinkage and schedule adherence
o Maintains a backup of all telecom, attendance, and performance metrics and reports
o Manages IVR skills and support staff's access to Avaya
o Maintains "on call" availability to address skill change requests after hours
Dell products & services enable customers to achieve their goals. Join the team and see first-hand how these tools power our own business. Sound like you? Apply today.
o 1+ year experience using Microsoft Excel & Access
o Must be able to receive an ITIL Foundations v3 certification within 45 days
o 1-2 years working in a technical support, service desk and/or help desk environment
o SQL experience
o Ability to create formulas, custom queries, pivot tables, charts, reports, etc.
o Program/Business Analysis highly desired

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