General Information

Req #
WD00031680
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Tuesday, June 14, 2022
Working time:
Full-time
Additional Locations: 
* BANGALORE - Karnataka - 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

•    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 Customer Experience objectives
•    Manage key qualitative metric like First Call Resolution, Repeat Dispatch Rates, Fix on Phone, Turnaround Time.
•    Plan Capacity, Hiring and Training with Business Operations to optimize headcount requirements. 
•    Provide Technical Support and service to Commercial Lenovo customers
•    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.

* BANGALORE - Karnataka - India