Assistant Operations Manager- Contact Center-Gaming Industry.

Description and Requirements

Job objective :

As Asst. 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 :

1. Key functional / technical competencies :

2. Key Behavioral competencies :

Skills Required

Technical Troubleshooting