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:
- Full time- Bachelor's Degree with 7-10 years of experience in the IT service industry with a minimum of 6 years in technical support management.
- Background in development and management of remote support groups
- Experience in managing both voice & non voice processes.
- Knowledge or understanding of Gaming HW products.
1. Key functional/technical competencies:
• Good Knowledge on technical troubleshooting
• Understands current notebook technologies and ability to explain to customers and team members.
• Extensive expertise in developing metrics to measure the effectiveness of technical support
• Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable
• Familiarity with MSD(CRM) or incident tracking and management systems.
• Knowledge of Mailbox management systems such as Oracle Right now
• Track record of accomplishment and effectiveness within organizations
• Desire to work in a fast-paced, challenging environment
• Experience 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 parallel
• Good written and oral communications and interpersonal skills
2. 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.
