General Information

Req #
WD00006942
Career area:
Services
Country:
Croatia
City:
Zagreb
Additional locations:
SK - Bratislava
Date:
Tuesday, July 20, 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 not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

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

Description and Requirements

We are currently looking for a Vendor Manager to join our Customer Engagement Center team.

Responsibilities:

* Overall responsibility for the management and relationship of a CEC vendor which may be located in several locations across EMEA.
* Analysis of financial, customer experience and operational data to identify opportunities for improvement.
* Through the analysis of data and monitoring closely the vendor KPI’s develop in collaboration with the vendor action plans to ensure a balanced scorecard of KPI’s.
* Ensure adherence to processes and remain audit compliant within the CEC
* Establish a management system with the vendor and engage in monthly/quarterly business reviews.
* Support the timely implementation of strategic initiatives and projects.
* Work closely with key stakeholders such as regional service delivery managers, technical trainers, customer care and the spare parts organisation.
* Ensure continuous improvement and standardisation of processes.
* Understanding the customer journey and ensuring customers have a great experience.
* Close cooperation with wider Services teams in order to drive implementation and continuous improvement of tools and systems.

Organization:

* Reporting to Call Center Director.

Experience & Skills:

* 3-5 Years experience within a contact center environment, with a strong understanding of standard practices and systems.
* Exceptional communication and presentation skills.
* Competence in written and spoken English is essential.
* Fluency in French, German or Italian is an advantage.
* Awareness & ability of communicating in a multi-cultural environment
* Strong analytical skills (root causing, data analysis and Lean Six Sigma)
* Ability to deal with ambiguous situations and attention to detail
* Proficient in the use of Corporate Desktop Software Applications, Outlook, PowerPoint, Word, Excel.
* Effective time management and self-learning
* Project management / IT transformation experience
* Education/Training: Degree or equivalent in an I.T. discipline would be preferred but not as important as a proven track record in the relevant areas of experience.

What We Offer:

* A multitude of professional and personal opportunities
* An open and stimulating environment within one of the most forwarding thinking IT companies
* A chance to be the entrepreneur of your assigned territory
* Flat structures and fast decision-making processes
* An international team with a high focus on Gender Diversity
* Opportunities within Strong Employer Brand
* Attractive compensation package

Sounds interesting? Send us your profile today & we are looking forward to discussing this working opportunity with you soon!

(Note for applicants in Slovakia: Base gross monthly salary from minimum 2250 EUR and above, depending on experience + variable part 12% of your annual earnings.)
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.