General Information

Req #
WD00061412
Career area:
Sales Support
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Monday, April 8, 2024
Working time:
Full-time
Additional Locations: 
* Malaysia - Selangor - Petaling Jaya

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub. 

Description and Requirements

1.Lead, supervise and manage a team of Technical Support Specialistt & subjects to meet the required performance and KPIs.

2. Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.

3. Support, coach and manage the Executive Technical Support and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.

4. Provide ongoing coaching, training and counseling to team members on customer management as well as products and services.

5. Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.

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

7. Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms.

8. Responsible to deliver required quality targets.

9. Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.

10. Manage open cases by ensuring discipline towards case management and highllighting/escalation aging without closure

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

12. Prepare business review presentation and ensure all the reports are accurate and meet data integrity.

Additional Locations: 
* Malaysia - Selangor - Petaling Jaya
* Malaysia
* Malaysia - Selangor
* Malaysia - Selangor - Petaling Jaya
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