Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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. Description and Requirements
- Managing ANZ Operations which includes ANZ Premium Care, EduCare, ANZ Standard Support for both Consumer & Commercial market
- Lead, supervise and manage a team of Executive Technical Support & subjects to meet the required performance and KPIs.
· Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
· 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.
· Provide ongoing coaching, training and counseling to team members on customer management as well as products and services.
· Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
· Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service.
· Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms.
· 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.
· Work with line manager to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
· Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
· Support the management team in creation of management reports based on agreed time scales.
· Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.
· Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
· Disseminate information received from client contact points to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
· Attended to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handle escalations through to resolution.
· Identify areas for service improvement and make recommendations to the management team