Lenovo

Responsibilities and accountabilities of the position:

• Provide superior technical support and service to the Lenovo customers

• Responsible to plan and drive Contact centre annual budget.

• Lead the team of high performing individuals to meet the defined service levels like AHT, Abandonment Rate, SLA%, Average Speed to Answer etc

• Develop improvement plans to meet & exceed CSAT objectives

• Manage key qualitative metric like First Call Resolution, Repeat Dispatch Rates, Fix on Phone, Turn around Time.

• Plan Capacity, Hiring and Training with Business Operations to optimize headcount requirements.

• Interface with the other service towers and directly with the customer base on critical escalations and call resolution

• Design, develop, and implement processes, systems, to support and enhance the technical support function.

• Develop and implement practices that measure the effectiveness and performance of the Technical Support Function

• Focus on Individual development of team members, including technical skill and professional development.

• Lead and/or being involved in Global Strategic Initiatives

Work experience

• 12-15 years of experience in the IT service industry with a minimum of 6 years in technical support management, including people management

• Background in the development and management of remote support groups

• Experience in managing both voice & non voice processes

Key functional/technical competencies:

• Extensive expertise in developing metrics to measure the effectiveness of technical support

• Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable

• Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc

• Knowledge of Mailbox management systems such as Oracle Right now

• Track record of accomplishment and effectiveness within organizations

• Desire to work in a fast-paced, challenging environment

• Experience in a highly analytical, results-oriented environment.

• Proven analytical skills and demonstrated ability to manage the business “by the numbers”. Must be metrics-driven.

• Attention to detail and capability to work on multiple projects in parallel

• Good written and oral communications and interpersonal skills

Key Behavioral competencies:

• Demonstrated high levels of customer focus.

• Demonstrated highest level of integrity, honesty, and strong work ethic.

• Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.

• Proven ability to successfully thrive in an ambiguous environment and changing conditions.

• Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis.

• Consistent effort, intense commitment, and willingness to go above and beyond when needed.

• Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.