Responsibilities and accountabilities of the position:
• Be a Game changer for Lenovo Customers.
• 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.
Key functional/technical competencies:
• Good Knowledge on gaming and how technical troubleshooting on gaming laptops.
• 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
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.
Education/ Qualification:
Graduation
Work experience:
• 7-10 years of experience in the IT service industry with a minimum of 6 years in technical support management, including people management
• Background in development and management of remote support groups
• Experience in managing both voice & non voice processes