Operations Manager- Contact Center- ANZ

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

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.

Key Responsibilities

• Manage ANZ Operations, including ANZ Premium Care, EduCare, and ANZ Standard Support for both Consumer Commercial (Tagalog speaking customers) market.
• Lead, supervise, and manage a team of Executive Technical Support (Tagalog speakers) subjects to meet 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 a team of 6 Technical Support Manage and around 80 Executive Technical Support agents 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 services.
• Maintain the Operations Quality Management System (QMS) and continuously review and update 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 the line manager to coordinate shift rosters for team members and ensure that agreed shifts are covered.
• Conduct regular team meetings and buzz sessions to ensure two-way communication is maintained between team members and management.
• Support the management team in creating management reports based on agreed time scales.
• Undertake any administration associated with payroll, staff annual leave/MC applications, expense 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 team members as soon as possible and ensure team members are fully briefed on the information received.
• Attend to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handling escalations through to resolution.
• Identify areas for service improvement and make recommendations to the management team.
  
  

Qualification And Experience

• Bachelor's degree in information technology or related discipline.
• Five to Ten (5-10) years of relevant experience in customer service management, preferably in the PC or technology industry
• Related working expertise in call center / or technical support environment.
• Experience working in MNC environment, interacting with regional counterparts.
• Experience in running contact center operations and managing a team with not less than 15 headcounts.
  
  

Other Information

• Hybrid work model - 3 days from office
• Job location - Menara TA One , opposite to KLCC.
• Working hours 7 am to 4 pm Malaysia time to support ANZ time zone.
• Competitive pay and employee benefits
  
  

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.