Sales and Operations Analyst

Work Mode: Work From Home (5 days/week)

Shift: 24x5 Support (Weekend Off), Candidates must be flexible for APJ, EMEA, and AMER shifts (assigned post-training)

Interview Mode: Face-to-Face is MUST

Mandatory Skills

STS Order Management or OTC background

Support experience in similar domains

Experience Required

13 years in international BPO

Job Posting Title:

Analyst, Sales Operations

Job Description Summary

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as an Analyst Sales Operations on our SALES TOOL SUPPORT team in Hyderabad.

Our Sales Operations team is at the heart of developing sales processes and procedures for administering, fulfilling and communicating both online and offline orders. A bridge between sales and other operational functions, we use our peerless expertise to evaluate and implement improvements to sales programs and processes – from planning and prioritization to pricing and margin strategies, sales automation, reporting and more. Put simply, we make sure the process of getting our ground-breaking products and services to customers as simple and seamless as possible.

At SALES TOOL SUPPORT, this role is the escalation point for any service disruption that happens in the Sales, Customer care or OMS business. The team member would be responsible for Incident management and would be troubleshooting and resolving issues or refer to the right place to contact. These activities enable the business to work without any or minimal interruption of the services, which in turn helps them improve key performance indicators impacting their efficiencies and improving overall customer experience.

Key Responsibilities

• Coordinate with Dell Badged sites and Outsourced partners during and downtime, IT issues or disruption, which prevents the frontline and non-frontline team to do their jobs in a frictionless manner.
• Provide a 1st level of Technical Troubleshooting to for all the issues that get reported to the team by taking the Incident management approach
• Involve the IT, Operations and other support Teams for further trouble shooting if the 1st level of support doesn’t resolve the issue, to ensure the execution to the plan is with minimal or no disruptions.
• Coordinate with all the relevant departments to achieve common objectives, like - Service level, Tool Uptime, Minimal downtime and by troubleshooting
• This team currently operates in US Hours and hence the candidate is required to be flexible with respect to work hours and open evening and night shifts
• Strong analytical and problem solving skills to identify and present problem analysis and recommend solutions in a creative and logical manner.
• Drives strategies for the team and the organization and is able to work towards innovation and process improvement ideas to bring about a positive change.

Essential Requirements

• High school diploma or equivalent required. Associates degree, technical college or some college course work preferred.
• 1-2 years of relevant experience or equivalent combination of education and work experience.
• Strong Technical trouble shooting skills and Knowledge on Dell Tools – Customer Care, Order processing and Sales. Understanding of the Outsourced Partner relationship with Dell and being able to provide a strong handshake between the 2 organizations to ensure we achieve our common goals.
• Good knowledge of Reporting, Metrics & Analytical skills
• Advanced Quantitative analysis skills, Incident management skills and ITIL certification preferred
• Competencies in accordance to our culture code

Desirable Requirements

• Good sales process knowledge
• Good OTC Knowledge

  Role & responsibilities

share your profile to : swapna.m@twsol.com

Preferred candidate profile