General Information Req # WD00082062 Career area: Information Technology Country/Region: India State: Karnataka City: BANGALORE Date: Tuesday, April 29, 2025 Working time: Full-time Additional Locations:  * India - Karnātaka - Bangalore * India - Karnātaka - BANGALORE Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. 
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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

                                                                          Job Description

Job title:   Program Manager CC Operations, Contact Center

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.

Position summary:                                                                           

Business unit: Services (CEC)

Function: Operations Manager

Job number:

Job Family group:  

Band:  7

Job Family: Contact Center

Location of posting:  Bangalore

Geographical area of work:  Bangalore

Travel Requirements: 10%

Remote work environment (Y/N):  N

Position Reports to:

Functional Manager: CEC Head

Cost Center: Contact Center

Responsibilities and accountabilities of the position:

Be a Game changer for Lenovo Customers with Lenovo WarrantyLead the team of high performing individuals to meet the defined service levels like AHT, Abandonment Rate, SLA%, Average Speed to Answer etcDevelop improvement plans to meet & exceed Customer Experience objectivesManage 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 resolutionDesign, 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 FunctionFocus on Individual development of team members, including technical skill and professional development.

 Business stakeholders:

India CEC

 Organizational Chart:

  Operation Manager ➜ India CEC Head ➜ Director

Specifications and requirements:

1. Education/ Qualification

Graduation

2. Work experience

7-10 years of experience in the IT service industry with a minimum of 6 years in technical support management, including people managementBackground in development and management of remote support groupsExperience in managing both voice & non voice processes

3. Key functional/technical competencies:

Good Knowledge on technical troubleshootingUnderstands current notebook technologies and ability to explain to customers and team members.Extensive expertise in developing metrics to measure the effectiveness of technical supportFamiliarity with operations and management environments within large enterprise customers and/or service providers is desirableFamiliarity with MSD(CRM) or incident tracking and management systems.Knowledge of Mailbox management systems such as Oracle Right nowTrack record of accomplishment and effectiveness within organizationsDesire to work in a fast-paced, challenging environmentExperience in a highly analytical, results-oriented environment.Proven analytical skills and demonstrated ability to manage the business “by the numbers”. Must be metric driven.Attention to detail and capability to work on multiple projects in parallelGood written and oral communications and interpersonal skills

4. Key Behavioral competencies:

Demonstrated high levels of customer focus.Demonstrated highest level of integrity, honesty, and strong work ethic.Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.Proven ability to successfully thrive in an ambiguous environment and changing conditions.Takes initiative. Doesn't want to be asked. Plans efficiently while avoiding analysis paralysis.Consistent effort, intense commitment, and willingness to go above and beyond when needed.Strong team player, acts like an owner, and ultimately focused on delivering results with high standards. Additional Locations:  * India - Karnātaka - Bangalore * India - Karnātaka - BANGALORE * India * India - Karnātaka * India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE
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