Job Description

Contact Center Operations Manager- Asia Pacific
General Information
Req #
WD00089291
Career area:
Strategy and Operations
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Friday, October 24, 2025
Working time:
Full-time
Additional Locations:

• Malaysia

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$69 billion revenue global technology powerhouse, ranked #196 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 , and read about the latest news via our .
Description and Requirements
Role Summary- As part of our services organization, you will be responsible for overseeing regional contact center operations and ensuring exceptional service delivery. Skilled in optimizing performance, enhancing customer experience, and driving operational efficiency across multi-site teams.
Key Responsibilities
1. Process Streamlining / Optimization

• Analyze current operational processes and identify areas for improvement.
• Develop and implement new systems, workflows, and processes to enhance efficiency.
• Monitor the effectiveness of operational changes and make adjustments as needed.
• Working with IT teams to resolve tools issues.

2. Resource Management

• Work with global and regional teams to oversee staffing levels, ensuring that the right number of employees with the right skills are available to meet demand.
• Assess MM growth vs cases for bandwidth assessment in the teams
• Ensure optimal use of technology and tools to support operations.

3. Budgeting and Financial Management

• Prepare and manage the operations budget, ensuring cost-effective resource allocation.
• Monitor financial performance and identify opportunities to reduce costs or increase profitability.
• Track and report on operational expenses and provide forecasts for future needs.

4. Performance Management

• Monitor KPIs to assess operational performance.
• Conduct regular performance reviews and provide feedback to staff to ensure goals are being met.
• Develop and implement training programs to improve employee skills and productivity.

5. Quality Control / Compliance / Training

• Work with QA teams to address any quality issues or non-compliance incidents and take corrective actions.
• Ensuring team process and procedures are being followed.
• Coordinate with managers for upskilling of agents

6. Risk Management and Problem-Solving

• Identify potential operational risks and develop mitigation strategies.
• Resolve any operational issues or crises that arise, such as supply chain disruptions or equipment failures.
• Develop contingency plans to address unexpected challenges and ensure business continuity.

7. Reporting and Data Analysis

• Gather, analyze, and report on operational data, providing insights to senior management.
• Use data to drive decisions, monitor trends, and forecast future needs.
• Prepare regular reports on performance, budgets, and other key operational metrics for BMS, MBR and other ad hoc performance request.
• Able to use Business Analytic tools such as Power BI to help on data analysis.

8. Planning, Communication and Coordination

• Act as the liaison between different departments to ensure smooth communication.
• Collaborate with senior management on long-term strategy and planning.
• Coordinate with external partners, suppliers, and other stakeholders to ensure effective collaboration.
• Communicate operational goals and updates to upper management.
• Work with customer service teams to address complaints and improve service delivery.
• Identify opportunities for operational expansion or improvement.
• Support business growth by ensuring operational processes scale with demand.

9. Strategic Planning and AI Adoption

• Define AI Strategy: Work with leadership to define clear business goals for AI implementation.
• Select and Implement AI Tools: Research and choose the right AI solutions (e.g., chatbots, AI-powered IVRs, real-time agent assist tools, speech analytics). This requires an understanding of the technology's capabilities and how it will integrate with existing systems like CRMs and workforce management platforms.
• Create an Implementation Roadmap: Plan the phased rollout of AI, starting with low-risk, high-impact use cases. A pilot program with a small group of agents or a specific customer service queue is a good way to test the technology and refine the process before a full-scale launch.

Education and Experience

• Bachelor's degree in information technology or related discipline.
• Five to Ten (5-10) years of relevant experience in customer service management either supporting Hardware or Personal Computing business
• Related working expertise in call center & / or technical support environment.
• Experience in running contact center operations and working experience with cross functional team.
• Flexible to work extended hours depending on the work requirement.

Additional Locations:

• Malaysia

• Malaysia

Skills Required