General Information

Req #
WD00012901
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Wednesday, October 6, 2021
Working time:
Full-time

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

We are currently looking for Premium Care Call Center Manager, you will be a people manager overseeing the day to day activities of the Premium Care Technical Support Specialists and Team Leaders. This includes ensuring service levels are met across the various different support channels and driving customer experience. 

As Premium Care manager you are also expected to cooperate with field, parts, logistics management, sales and product teams to ensure continuous improvement of customer experience, work on meeting operational goals.

Strong candidates for this position would require the following:

  • minimum of 3+ years of Contact Center management experience
  • Leadership background with operational and process knowledge being ideal.
  • Effective communication skills at all levels - written and verbal
  • Able to prioritize in a fast-paced, dynamic work environment
  • Ability to commit and work with agility and speed to respond to short-notice requests
  • Leadership skills and experience to drive training, coaching, and performance management.
  • Background in working with and interfacing with Technical Support organizations.
  • Process improvement experience, identification and design of Customer Service processes
  • Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
  • Knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.