Lenovo

As a Customer Engagement Center Coordinator you will work in conjunction with our BPO partners, to ensure the operational KPIs and service delivered for the technical warranty contact center operations, meet and exceed the terms set by contract.
The coordinator acts as a single point of contact for warranty service contact center issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, the coordinator works existing processes to improve efficiency, quality and reduce cost of the contact center, setting up new processes as needed.
The coordinator closely monitors service activity and performance to ensure adherence to the service level KPI’s, timely escalation of issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly).
The coordinator must be comfortable dealing with all levels of customers and service providers representatives as well as all levels of Sales and Services leadership within Lenovo.

Day to Day
• Service Level Adherence – monitor all contacts channels to ensure the vendors adherence to contracted KPIs.
• Performance Management – monitor performance at operation and agent level.
• Relationship/Escalation Management – Ensure a response to internal and external clients questions and escalations in a timely manner.
• Help drive success and change through service providers.
• Prevention – Develops and coordinates the implementation of proactive support initiatives in the support contact centers.
• Optimization – Leads continuous improvement activities to enhance the customer journey and to optimize the workforce and operational cost v.
• Support – Leads complex contact center processes and navigates contractual support service deliverables.
• Collaboration - Compiles, analyzes, and interprets statistical data and trends.

Job Responsibilities:
• Develop and implement strategies to ensure the highest level of customer satisfaction and retention.
• Act as single point of contact for operational issues in a cross-functional matrix environment.
• Monitor and analyze the Contact Centers performance and ensure the service providers implement effective corrective measures as needed.
• Ensure the service providers Create and maintain team schedules to ensure adequate coverage and support for clients, overseeing resource planning, scheduling, reporting, and real-time analysis.
• Implement data-driven strategies to optimize staffing levels, to increase in operational efficiency.
• Work in conjunction with the service providers, and the Lenovo teams in charge of the forecasting ,to have an accurate forecast that leads to improved service levels and cost savings.                   •Review the invoices and validate in our systems, the productivity of the agents / FTEs billed by the BPO service providers and report and request feedback about any discrepancy / noncompliance detected.                                                                                                                                                                                        •Acquire from Lenovo Contact Center global team , updated SOP and training material and distribute it and ensure the implementation by  the BPO service partners in all Contact Center operations.                                                                                                                                                                                     •Work in conjunction with global teams, as stakeholder to implement Contact Center related projects for the LATAM region. This involves but is not limited to, active participation in meetings, conducting and coordinating testing , coordinating deployments ,collect and provide feedback, escalate issues and request enhancements , etc.
• Ensure the service providers train and mentor team members to improve their technical skills ,sales skills and customer service abilities.
• Collaborate with cross-functional teams to identify and resolve complex technical issues for clients.
• Develop and maintain strong relationships with key internal and external clients to understand their needs and ensure our partners provide tailored support solutions.
• Monitor and report on key established performance metrics, including customer satisfaction, service level,  fix on contact, etc.
• Act as a point of escalation for Contact Center complex or high-priority customer issues.
• Conduct regular performance evaluations and provide feedback to service providers and coaching to the team members.
• Lead continual improvement strategies to optimize customer’s perceptions of service and support.

Basic Requirements:
• Bachelor’s degree in business administration, engineering or equivalent degree.
• 5+ years of experience in BPO technical support operations / campaigns as senior team lead,(account manager, workforce manager role or equivalent preferable).
• Excellent communication skills, verbal & written in Spanish, English languages (B2 or higher).

Preferred Requirements:
• Ability to work effectively in a fast-paced, dynamic environment.
• Ability to learn quickly .
• Superior customer service skills.
• Ability to adapt quickly and pivot to resolve internal and external customer issues.
• Strong leadership skills and experience to drive training, coaching, workforce and performance management.
• Ability to prioritize in a fast-paced, dynamic work environment.
• Excellent interpersonal, and critical thinking skills.
• Power BI advanced skills.
• Expert level in Excel (pivot tables, macros, reporting, organizing Data, spreadsheet manipulation).
• Proven critical thinking, proactive-reactive, take initiatives and decision-making skills.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.