Lenovo

Operations Management: · 

Lead, supervise and manage a team of Technical Support Specialists & 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 Technical Support Specialists 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. 

· Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service.

 · Maintain the Operations Quality Management and continuously review and update the policies, processes and forms. 

· Support the Contact Centre in achieving its overall service levels for various channels like Voice, Email, Eticket and Chat and any other KPIs as dictated by Operations. 

· Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management. 

· Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters. 

· Disseminate information and ensures team member are fully briefed on the information received. 

· Attend to customer escalations and provide resolution, this may even involve liaising with various stakeholders like the Technical Team, Technical Account Manager, Service Delivery Manager, Customer Care Team or Sales/Marketing Teams

 · Identify areas for service improvement and make recommendations to the management team. 

· Regularly review operations and teams performance · Take on projects assigned · Undertake any other ad-hoc tasks assigned

Report Management: 

· Prepare daily, weekly and monthly reports pertaining to contact center operations and performance. 

· Prepare business review presentation (when required) and ensure all the reports are accurate and meet data integrity.

Required Minimum Skills and Knowledge
1. Communication Skills · Proficiency in written, read and spoken English. 

· Speak with good pace, articulate and have clear pronunciation. 

· Polished delivery: ability to communicate in a structured and effective manner. 

· Effective and active listening skills 

· Able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency 

· Written skills: Grammar; Spelling and attention to detail 

· Ability to mulit-task and navigate difficult situations and stay calm under pressure. 

· Typing Speed (minium 35 WPM) · Email etiquette

Leadership and Management Skills 

· Manage, supervise and lead a team of Technical Support Executives to meet the required individual and center performance targets. · Provide the team with clear objectives by group and individual performance. 

· Support and facilitate regular and constructive feedback through team meetings and 1 on 1 review. 

· Provide ongoing coaching, training, and counselling to team members on products and customer handling. 

· Conduct regular team meetings to ensure that two-way communication is maintained between team members and management.

 · Review workflow and procedures to close service gaps 

· RCA & CLCA: ability to Identify and highlight areas for service improvement and make recommendations. 

· Disseminate the important and necessary information received from high level operations as soon as possible and ensure that the team members are fully briefed. 

· Analytical, problem-solving and people skills. 

· Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility. 

· Analyze, monitor, document and present data. 

· Build, develop and manage internal and external relationships. 

· Experience of either leading or working as part of projects · Strong facilitation and collaboration skills 

· Experience in Coaching and providing corrective actions. 

· Driving post incident investigations to ensure corrective actions are in place with either the Contact Centre’s service supplier or Lenovo’s IT team to avoid future outages.

· Perform monthly reviews with the Contact Centre supplier on any IT related issues; ensuring ant corrective actions are executed. 

· Assists Contact Centre to devise actionable plans for IT implementation of improvement opportunities. 

· Ability to delegate tasks.

Technical Skills 

· Ability to understand technical issues. 

· Ability to ask probing questions related to the reported problem. 

· Use logical troubleshooting techniques to resolve the root cause of a problem.

· OS Knowledge (All windows) · Hands on experience on Laptop / Desktop / Tablet products · Computer Hardware & Network Basics · Can guide and walk through the customer including explanation as necessary. 

· Executes policy and procedures to resolve issues and offers suggestions to Customer within his/her defined support boundaries. · Responsible for efficiently and effectively solving issues presented by Customers over the phone, email or chat.

4. Others · 

Bachelor’s Degree with 3-5 years of IT operations experience · 

Experience of Computer operation including Emails, Excel, and Power Point. 

· Knowledge & Experience on Phone and tools operations (softphone and CRM)