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,Remote - Brazil (Sao Paulo)

Senior Analyst, Command Center

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Senior Analyst, Command Center

Dell is a collective of customer-obsessed, industry-leading visionaries. We believe that technology is essential for driving human progress, and the technology we provide transforms the way we all work and live. But we are more than a technology company — we are a people company. We recognize that over 100,000 employees across six continents have different interests and aspirations. We inspire, challenge and respect each and every one of them, every day. And we provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Workflow Manager on our Workflow Management team in Latin America.

You will:

• Monitor and coordinate the daily activities of the workflow and call queues in an assigned work area. Collaborate daily with other workflow facilitators across functional areas, partners, and customers, to meet objectives of the support center.

• Uses defined protocols and independent judgment to properly escalate more complex issues to appropriate resource or department manager in order to resolve customer issues in the most expedient manner possible.

• Assist with open case management, field and customer escalations and SLO attainment

• Liaison with peers across product support areas and across functional areas in: Field Support, Sales, etc.

• Champions recommendations to management for change/improvements and execute on approved proposal.

• Able to lead and direct a workgroup. Promotes teamwork to achieve common goals; while encouraging individual contributions skills

• As a 24X7X365 organization shift work, holidays and on-call responsibilities will be required.

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• Experience in back office

• Intermediate high to advance English Skill

• Excellent communication skill - Witten and Verbal

• Experience with Zoom, Teams, Microsoft Office

• Customer Service oriented

Desirable Requirements

• Call center/service desk experience, familiar with how a Queue works

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 10 Feb., 2022

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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job ID: R158585

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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