General Information

Req #
WD00011909
Career area:
Sales Support
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, September 30, 2021
Working time:
Full-time

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

[Opening Paragraph, Talent Acquisition can provide latest wording like…] 

Focused on a bold vision to deliver smarter technology for all, Lenovo is developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society. By designing, engineering and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation – to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

Who You’ll Work With

At Lenovo, we manufacture one of the world’s widest portfolios of connected products, including PCs (ThinkPad, Yoga, Lenovo Legion), tablets, smartphones and workstations as well as augmented and virtual reality (Mirage, ThinkReality) and smart home/officesolutions.  We are also building an innovative portfolio of software and services which are changing the industry.  Lenovo is creating the capacity and computing power for the connections that are changing business and society.

About Our Team

The Contact Center of Excellence (CCoE) team within the COO Organization is looking to hire a Global Process Owner (GPO) to work closely with business functional teams to deliver contact center related insights and data intelligence that will scale with our rapidly growing business to drive business decisions, improve customer experience, and increase overall operational efficiency.

As a key member of the CoE team, you will be at the center of the action and have an immediate impact on projects that are highly strategic and highly visible to Senior Leadership. In this role, you will work with related teams together to deliver Game Changing initiatives as it relates to Sales and Services Contact center operations across the Globe.

What You'll Do [list key responsibilities]

Create

  • Process strategy - Setting out the process that is right for the business, based on overall business objectives. This takes into account the current vs. the ideal process, captures best practices, and plots points on the road map for the journey towards the ideal state.
  • Engage - The GPO is responsible for seeing that the business understands the value of the role and the importance of process improvement. This means the GPO is required to "sell the vision" of the role, ensuring, of course, that the vision aligns with that of senior management.
  • Contact Center Process mapping and design - This encompasses process mapping of all global processes within their function and designing a process that will best suit the business, including the technology solutions needed to support the process.
  • Process improvement - Taking a key role in evaluating the measures needed to improve a process, i.e. an efficiency methodology (like Lean) or a process automation program (like workflow), guiding the program from the evaluation to innovation and implementation.
  • Control assessment - Within the Create phase, critical focus should be on an end-to-end control assessment, evaluating any organizational weaknesses and gaps across the interaction points. If done correctly in this early stage, the GPO can assess and address risk mitigation and related organizational goals in the Deploy and Operate stages. Two distinct elements of control are the need for end-to-end process control assessment by a GPO and the ability to control the process through governance.

Deploy

  • Change management - As and when a change in process occurs, the GPO would lead the communications effort to drive that change and set up a framework with local managers to oversee the adoption of that change.
  • PMO instigation - This stage would also include critical stakeholder appointment, PMO instigation, key initiative prioritization, resource alignment, and strengthening and reengineering allocation.

Operate

  • Process compliance and control - The GPO should be the "go to" person for any requests for changes to the process. The operational phase would include specific attention to:
    • Functional silos through governance model execution
    • End-to-end efficiency through continuous process improvement
    • Increased economies of scale leverage
    • End-to-end root issue identification
    • Redesign of the end-to-end process through innovation

Position Requirements:

  • Undergraduate degree required; Post Graduate degree preferred
  • 7+ years of relevant experience required
  • Experience with stakeholder management
  • Ability to facilitate conversation between stakeholders with competing priorities
  • Proven track record in delivering complex projects
  • Excellent communication (written and verbal) skills
  • Positive, solution focused approach
  • Adaptable and receptive to change
  • Able to work with geographically dispersed teams
  • Knowledgeable of Sales/Service Contact Center operations
  • Ability to ideate and drive opportunities with minimal direction and guidance
  • Demonstrated ability to partner and collaborate across organizations to optimize outcomes
  • Demonstrated ability to prioritize requirements and meet deadlines
  • Familiarity with Contact Center Tools Processes would be an added plus
    • Agent Desktop/workspace
    • Agent Messaging
    • IVR (Integrated Voice Response)
    • Knowledge Management
    • Outbound Dialer
    • Voice Telephony & Digital Routing
    • Workforce Engagement Management

Why Lenovo?

Lenovo is a US$50 billion Fortune Global 500 company, with 57,000 employees and operating in 180 markets around the world. We are #1 PC company on the planet, BCG's 50 most innovative companies, and one of Interbrand’s 100 BEST global brands. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society. By designing, engineering and building the world’s most complete portfolio of smart device sand infrastructure, we are also leading an Intelligent Transformation – to create better experiences and opportunities for millions of customers around the world.

Learn more about why it’s great to work at Lenovo - https://www.lenovobenefits.com/why-join-lenovo

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.