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Place of work
Bratislava
Contract type
full-time
Senior Reporting Specialist - Contact Centre Analytics
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
- Life at Dell means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
- Life at Dell means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.
People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Bring your Contact Centre Technology experience to Dell and join the Technology Optimization team at Dell, we are looking for a Senior Reporting Specialist to join our team in Bratislava.
Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.
Key responsibilities
You will be responsible for analyzing data from voice, chat and email tools and providing sustainable reporting solutions that scale with business growth over time. In addition, you will have the chance to provide expert support to our Business Partners by interpreting data, explaining variances, and communicating results in clear and concise terms to Management. Utilize your good understanding of Telecoms, Chat and Email applications to take on these key responsibilities:
• Primary liaison between the Business and IT.
• Provide metrics and reports that highlight voice, chat and email tool performance and areas of improvement.
• Support the consultants in delivering projects by creating and measuring KPIs and providing data for cost benefit analysis.
• Resolve issues through tracing and tracking customer contacts.
• Plan and monitor tool operational performance to ensure that Dell meet their objectives for managing customer contacts.
• Present innovative solutions concisely and effectively to Management.
• Be proactive in highlighting opportunities to enhance operational efficiency.
• Understanding and promote principles of channel optimisation within Dell.
Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.
Key responsibilities
You will be responsible for analyzing data from voice, chat and email tools and providing sustainable reporting solutions that scale with business growth over time. In addition, you will have the chance to provide expert support to our Business Partners by interpreting data, explaining variances, and communicating results in clear and concise terms to Management. Utilize your good understanding of Telecoms, Chat and Email applications to take on these key responsibilities:
• Primary liaison between the Business and IT.
• Provide metrics and reports that highlight voice, chat and email tool performance and areas of improvement.
• Support the consultants in delivering projects by creating and measuring KPIs and providing data for cost benefit analysis.
• Resolve issues through tracing and tracking customer contacts.
• Plan and monitor tool operational performance to ensure that Dell meet their objectives for managing customer contacts.
• Present innovative solutions concisely and effectively to Management.
• Be proactive in highlighting opportunities to enhance operational efficiency.
• Understanding and promote principles of channel optimisation within Dell.
Osobnostné predpoklady a zručnosti
Essential requirements
· Fluent Business English with great communication skills
· 3+ years professional reporting or analytics experience
· Understanding of Contact Channel Technology (Voice\Telecom, Chat, Email)
· SQL - Advanced SQL skills, Basic SQL server management (adding permissions, new roles etc.), Jobs creation using SSIS packages and troubleshoot in case of issues, AD-hoc reports creation for Telecom, Chat, Email.
· SharePoint (SharePoint Designer) - New SharePoint creation and basic maintenance, Create and update library, list, Create and update workflows, Create custom pages in Designer, Insert web-parts for rendering (excel, Silverlight etc.), Export lists to excel for further reporting.
Desired requirements
· InfoPath - create and maintain custom lists for SharePoint
· SSIS knowledge - Creating Data flows by using several SQL servers, SP lists, excel or other file connections (and any of their combinations), Usage of standard Toolboxes (Aggregate, Conditional split, Sort, Union, Multi-Cast, Derived Columns etc.
· Proficient in Excel
· Experience with data source systems like Oracle, SQL Server, Teradata,
· Fluent Business English with great communication skills
· 3+ years professional reporting or analytics experience
· Understanding of Contact Channel Technology (Voice\Telecom, Chat, Email)
· SQL - Advanced SQL skills, Basic SQL server management (adding permissions, new roles etc.), Jobs creation using SSIS packages and troubleshoot in case of issues, AD-hoc reports creation for Telecom, Chat, Email.
· SharePoint (SharePoint Designer) - New SharePoint creation and basic maintenance, Create and update library, list, Create and update workflows, Create custom pages in Designer, Insert web-parts for rendering (excel, Silverlight etc.), Export lists to excel for further reporting.
Desired requirements
· InfoPath - create and maintain custom lists for SharePoint
· SSIS knowledge - Creating Data flows by using several SQL servers, SP lists, excel or other file connections (and any of their combinations), Usage of standard Toolboxes (Aggregate, Conditional split, Sort, Union, Multi-Cast, Derived Columns etc.
· Proficient in Excel
· Experience with data source systems like Oracle, SQL Server, Teradata,
Benefity
ID: 2595532
Dátum zverejnenia: 22.7.2016
2016-07-22
lokalita: Bratislava Pozícia: Business Intelligence Specialist, IT Analyst, IT Consultant, IT Project Manager, Reporting Specialist Spoločnosť: Dell Technologies