Assistant Operations Manager- Contact Center.

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

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE : 992) (ADR : LNVGY).

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.

Job Objective

As Operations Manager, you will have the responsibility to manage services for the Lenovo Support operations in India.

You will work closely with multiple service delivery teams to ensure team delivers overall best in class service and support to our customers.

Responsibilities

• Be a Game changer for Lenovo Customers with Lenovo Warranty
• 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.
• 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.

Specifications And Requirements

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Skills Required

Technical Support Management, Technical Troubleshooting