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Services Contact Center Manager

Lenovo's Data Center Group Services Contact Center Manager is a critical leader on the Global Services team. We are looking for passionate and driven individuals who are willing to learn and want to make an impact in a fast-paced global technology environment. The Services Manager will have proven experience in management, global contact center operations, metrics, strategy and design, and process optimization. This role will be a key leader to implement a global strategy, drive operational excellence, and deliver best in class customer satisfaction. Position Description:Lenovo is seeking a Global Services Manager that will design, develop, and implement robust strategic and tactical plans creating excellent and effortless customer experience. The plans must align business and operational strategies to ensure that Lenovo accomplishes its short term and long-term business priorities. The Manager will collaborate closely with geography execution teams responsible for Contact Center, Field Services, Parts & Logistics and Procurement to ensure alignment of global vision and execution across all geographies and support channels.This position develops and implements effective Service strategic and continual improvement initiatives across the globe. Key responsibilities include:??? Participate with senior management in the development and formulation of long and short-range planning, policies, programs and objectives related to the global services operations??? Benchmark best in class practices such as Entitlement, Contact Center, and Field Services strategies to design, develop, and implement global initiatives ??? Create a consistent and valued effortless customer support experience developing and scaling repeatable methodologies and proven best practices??? Maintain and expand highly effective working relationships with key stakeholders, geography leaders, customers/users, vendors and partners to integrate strategic support and continuous improvement plans into overall strategic objectives??? Drive global satisfaction improvement and change in a multi-channel Services environment ??? Leverage knowledge and experience with Service technologies to partner with IT groups ensuring we effectively optimize and enhance our technologies in order to improve operational effectiveness and customer experiences??? Work cross functionally to share best practices and modify processes and policies to improve overall customer experience??? Use analytical skills to study and report metrics and trends and provide insightful data to propose areas of needed focus and attention ??? Develop efficiency and utilization metrics and manage headcount requirements globally??? Manage new global headcount requirements and onboarding processes including new and ongoing training, new call center setup, telephony and IVR routing, eSupport accessibility, and tools / ids??? Build and manage global BMS partnering with geography service leaders to identify gaps and develop measurable improvement actions??? Effectively and proactively manage to KPI's and targets (financial budget, service level achievement, customer satisfaction etc.), analyzing and acting upon any variances from plan
Position Requirements
Position Requirements:The Global Services Manager should have the experience and skills needed to excel in the below key position objectives:??? BA/BS degree in Business, Finance, or related professional field??? At least 5 years of progressive work experience in a large, global customer support organization??? At least 3 years of contact management experience??? At least 5 years of leadership experience leading a large, global support organizationPreferred Requirements:??? Strategic thinking and influencing skills with the ability to lead change across the organization ??? Experience & track record for successfully leading & growing a large, complex, matrixed and Global Services Organization??? Ability to develop and execute multiple strategic priorities and approaches to meet objectives & deliver results??? Ability to translate strategic direction into tactical deliverables that are readily embraced by organization's tactical layers??? Ability to communicate effectively with internal departments, senior leaders, partners and customers demonstrating ??? Strong analytical and problem solving skills ??? Proven experience in process definition and implementation, as well as change management
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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