Job Description

Call Center Manager- ANZ

General Information

Req #

WD00055538

Career area:

Services

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Thursday, August 24, 2023

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

Why Work at Lenovo

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

Lenovo is a US $70 billion global Fortune 500 company where we rank #171. We are a leader in providing innovative consumer, commercial and enterprise technologies. Serving customers in more than 160 countries.

At Lenovo, we value Innovation, Entrepreneurship, Team Work & Serving our Customers. If you strongly align yourself with our culture & belief, you are at the right place. Check out what we offer and build a rewarding career with us!

• A multitude of professional and personal development opportunities.
• Competitive remuneration & Benefits
• Access to various trainings
• An international team with a high focus on diversity & inclusion
• Hybrid working environment, one of the most forward-thinking IT companies.
• .... and lots of fun: We like to celebrate our successes!

Description and Requirements

The Technical Support Call Center Manager is responsible for managing the Data Center Group Technical Support in Kuala Lumpur, Malaysia.

The Lenovo Customer Engagement Center Team comprises IT professionals who possess robust technical expertise, adeptness in tackling intricate issues through teamwork, and exceptional abilities in customer support and communication. These qualities are vital in delivering an optimal customer experience while effectively addressing a significant portion of customer incidents. Technical Support Engineers are tasked with resolving the most intricate customer issues, frequently working in conjunction with the hardware Level 2/3 support teams.

The role of the Technical Support Call Center Manager is to effectively lead the team in delivering services, resource management, and handling escalations.

Key Responsibilities:

• Manage a team of Technical Support Engineers (both local and remote team) to deliver call center services to client.
• Manage the resource to ensure 7x24 operation of the call center.
• Monitor the workload and align resource to meet the service level.
• Work closely with TSE on problem escalation and drive for closure of the problem cases.
• May require to work on shift to handle call center operation and problem calls.
• Work with other support team (TSE team in other regions, Lenovo L3 or Product Engineer) to provide end to end service to customer.

Experience:

• Bachelor\'s degree in Computer Science, Engineering, or Business Administration
• At least 5 years experience in maintenance services
• At least 2 years experience in team management position.
• Excellent interpersonal and communications skills
• Experience in managing offshore models and distributed and remote team management.
• Experience in Call Center Operation
• Excellent oral and written English skills.

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Petaling Jaya

Lenovo