Why Work at Lenovo
Description and Requirements
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)