General Information

Req #
Career area:
Thursday, February 23, 2023
Working time:
Additional Locations
* India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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

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.

Additional Locations
* India
* India