Job Description

Premier Technical SupervisorGeneral InformationReq #WD00073517Career area:Information TechnologyCountry/Region:MalaysiaState:SelangorCity:Petaling JayaDate:Friday, November 29, 2024Working time:Full-timeAdditional Locations:

• Malaysia - Selangor - Petaling Jaya

Why Work at LenovoWe 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 , and read about the latest news via our .Description and RequirementsOperations Management: xc2xb7Lead, supervise and manage a team of Technical Support Specialists & subjects to meet the required performance and KPIs. xc2xb7Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.xc2xb7 Support, coach and manage the Technical Support Specialists and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.xc2xb7 Provide ongoing coaching, training and counseling to team members on customer management as well as products and services.xc2xb7 Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service.xc2xb7 Maintain the Operations Quality Management and continuously review and update the policies, processes and forms.xc2xb7 Support the Contact Centre in achieving its overall service levels for various channels like Voice, Email, Eticket and Chat and any other KPIs as dictated by Operations.xc2xb7 Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.xc2xb7 Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.xc2xb7 Disseminate information and ensures team member are fully briefed on the information received.xc2xb7 Attend to customer escalations and provide resolution, this may even involve liaising with various stakeholders like the Technical Team, Technical Account Manager, Service Delivery Manager, Customer Care Team or Sales/Marketing Teamsxc2xb7 Identify areas for service improvement and make recommendations to the management team.xc2xb7 Regularly review operations and teams performance xc2xb7 Take on projects assigned xc2xb7 Undertake any other ad-hoc tasks assignedReport Management:xc2xb7 Prepare daily, weekly and monthly reports pertaining to contact center operations and performance.xc2xb7 Prepare business review presentation (when required) and ensure all the reports are accurate and meet data integrity.Required Minimum Skills and Knowledge
1. Communication Skills xc2xb7 Proficiency in written, read and spoken English.xc2xb7 Speak with good pace, articulate and have clear pronunciation.xc2xb7 Polished delivery: ability to communicate in a structured and effective manner.xc2xb7 Effective and active listening skillsxc2xb7 Able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgencyxc2xb7 Written skills: Grammar; Spelling and attention to detailxc2xb7 Ability to mulit-task and navigate difficult situations and stay calm under pressure.xc2xb7 Typing Speed (minium 35 WPM) xc2xb7 Email etiquetteLeadership and Management Skillsxc2xb7 Manage, supervise and lead a team of Technical Support Executives to meet the required individual and center performance targets. xc2xb7 Provide the team with clear objectives by group and individual performance.xc2xb7 Support and facilitate regular and constructive feedback through team meetings and 1 on 1 review.xc2xb7 Provide ongoing coaching, training, and counselling to team members on products and customer handling.xc2xb7 Conduct regular team meetings to ensure that two-way communication is maintained between team members and management.xc2xb7 Review workflow and procedures to close service gapsxc2xb7 RCA & CLCA: ability to Identify and highlight areas for service improvement and make recommendations.xc2xb7 Disseminate the important and necessary information received from high level operations as soon as possible and ensure that the team members are fully briefed.xc2xb7 Analytical, problem-solving and people skills.xc2xb7 Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.xc2xb7 Analyze, monitor, document and present data.xc2xb7 Build, develop and manage internal and external relationships.xc2xb7 Experience of either leading or working as part of projects xc2xb7 Strong facilitation and collaboration skillsxc2xb7 Experience in Coaching and providing corrective actions.xc2xb7 Driving post incident investigations to ensure corrective actions are in place with either the Contact Centre's service supplier or Lenovo's IT team to avoid future outages.xc2xb7 Perform monthly reviews with the Contact Centre supplier on any IT related issues; ensuring ant corrective actions are executed.xc2xb7 Assists Contact Centre to devise actionable plans for IT implementation of improvement opportunities.xc2xb7 Ability to delegate tasks.Technical Skillsxc2xb7 Ability to understand technical issues.xc2xb7 Ability to ask probing questions related to the reported problem.xc2xb7 Use logical troubleshooting techniques to resolve the root cause of a problem.xc2xb7 OS Knowledge (All windows) xc2xb7 Hands on experience on Laptop / Desktop / Tablet products xc2xb7 Computer Hardware & Network Basics xc2xb7 Can guide and walk through the customer including explanation as necessary.xc2xb7 Executes policy and procedures to resolve issues and offers suggestions to Customer within his/her defined support boundaries. xc2xb7 Responsible for efficiently and effectively solving issues presented by Customers over the phone, email or chat.4. Others xc2xb7Bachelor's Degree with 3-5 years of IT operations experience xc2xb7Experience of Computer operation including Emails, Excel, and Power Point.xc2xb7 Knowledge & Experience on Phone and tools operations (softphone and CRM)Additional Locations:

• Malaysia - Selangor - Petaling Jaya

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Petaling Jaya

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