Lenovo

- Managing ANZ Operations which includes ANZ Premium Care, EduCare, ANZ Standard Support for both Consumer & Commercial market
- Lead, supervise and manage a team of Executive Technical Support & subjects to meet the required performance and KPIs. 
· Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals. 
· Support, coach and manage the Executive Technical Support and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved. 
· Provide ongoing coaching, training and counseling to team members on customer management as well as products and services. 
· Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records. 
· Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service. 
· Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms. 
· Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations. 
· Work with line manager to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered. 
· Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management. 
· Support the management team in creation of management reports based on agreed time scales. 
· Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters. 
· Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required. 
· Disseminate information received from client contact points to the team members as soon as possible and to ensure the team members are fully briefed on the information received. 
· Attended to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handle escalations through to resolution. 
· Identify areas for service improvement and make recommendations to the management team