Lenovo

Proven ability to manage, motivate and lead other members in a fast-paced, target-driven environment

Excellent communication skills and ability to establish a strong working relationships with work colleagues

Process oriented and adaptable, can juggle multiple steps in complex process maps, whilst delivering on tight deadlines

Superb coaching skills and able to train staff on the relevant process & tools knowledge, as well as proper working behavior

Multitasker who is able to prioritize tasks and workloads in order of importance, then track record of delivering results with deadlines

Great problem resolver in identifying gaps, pitching solutions, as well handling any kind of operational escalation and support requests raised to  good customer satisfaction

Identifying operational gaps and initiating or enhancing the process based on the operation needs

Able to facilitate communication between both decision-makers and staff in a tactful and sensitive manner

Constantly provide agent & team productivity as well as business activity and performance to management team

Overseeing and supervising the day-to-day operations of the team, scheduling team's work shifts, distributing the workload evenly among team members and coordinating the daily allocation of work

Assisting on minimal ordinary staffing & handling customer escalations

Support training and mentoring the agents on various assignments; providing regular team performance updates to the management team

Leading the team meetings, sharing business strategy, operational process & company communication

Compile and communicate localization capabilities of JIRA / ServiceNow Platform to local teams and partners

Collaborate with JIRA / ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased platform usage as well as the internal team to ensure customer success

Bring a process improvement focus, supporting the implementation of best practices and a project management discipline

Ensure the established escalation procedures and business processes are being strictly adhered to

Understanding of all the business processes & tool knowledge and integrating them into daily operations

Identifying operational gaps and exploring new ideas/ strategies to drive efficiencies through continuous improvement