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BriefCase

Program Manager - Contact Center Job in Lenovo India

Program Manager - Contact Center

Lenovo India Yesterday
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Job Summary Job Description: As the Technical Support Manager for Lenovo, you will lead a high-performing team dedicated to providing exceptional technical support for gaming laptops and other Lenovo products. You will be responsible for ensuring that service levels, including AHT, abandonment rates, and first call resolution, are met and exceeded. Your role involves developing improvement plans to enhance customer experience, managing key performance metrics, and working closely with other service teams to resolve critical escalations. You will also be instrumental in designing, implementing, and enhancing processes that support the technical support function, focusing on team development and driving operational efficiency. 1.1.1. Responsibilities: 1. Team Leadership & Performance Management: Lead a team to meet and exceed service levels such as AHT, SLA%, Abandonment Rate, and Average Speed to Answer. Develop and implement plans to achieve high-quality metrics like First Call Resolution, Repeat Dispatch Rates, and Turnaround Time. Focus on the individual development of team members, enhancing both their technical and professional skills. 2. Customer Experience Focus: Ensure a high level of customer satisfaction by managing and resolving escalations and ensuring first-call resolutions. Collaborate with other service towers and directly with customers to address critical issues and enhance the support experience. 3. Operational Optimization: Plan capacity, hiring, and training requirements in coordination with business operations to optimize workforce effectiveness. Develop and implement processes, systems, and best practices to support the technical support function, ensuring operational efficiency. 4. Performance Metrics & Continuous Improvement: Create and track metrics to measure the effectiveness of technical support and drive improvements. Design and implement performance tracking systems for technical support teams, ensuring measurable outcomes. 5. Technical Troubleshooting Expertise: Demonstrate deep knowledge of gaming laptops and technical troubleshooting processes. Ensure the team is equipped to handle complex technical issues and provide solutions for gaming and notebook technologies. 1.1.2. Key Functional/Technical Competencies: Technical Expertise: Knowledge of gaming laptops, notebook technologies, and troubleshooting techniques. Analytical Skills: Proven track record of using data to manage and improve technical support performance. Operations Management: Experience in managing large-scale operations in enterprise or service provider environments. CRM & Incident Management: Familiarity with tools like MSD(CRM), Oracle RightNow, and incident tracking systems. Leadership & Coaching: Ability to develop teams, drive improvements, and enhance both technical and customer-facing skills. Multi-tasking & Detail-oriented: Capable of managing multiple projects simultaneously and with attention to detail. 1.1.3. Key Behavioral Competencies: Customer-Centric: Demonstrated focus on delivering superior customer service and problem resolution. Integrity & Work Ethic: Highest level of integrity and a strong work ethic, committed to delivering high-quality results. Problem Solving: Sharp analytical skills and the ability to devise effective solutions in complex scenarios. Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing conditions. Initiative & Ownership: Self-driven with a focus on achieving results without constant supervision. Teamwork: Strong collaborator who acts as an owner and is focused on delivering results with high standards. 1.1.4. Education/Qualification: Graduation (preferably in a relevant field such as IT or Engineering) 1.1.5. Work Experience: 7-10 years of experience in the IT service industry, with at least 6 years in technical support management, including people management. Proven experience in managing remote support teams and overseeing both voice and non-voice processes. Strong background in developing and managing technical support operations with a focus on gaming and notebook devices. 1.1.6. Why Work at Lenovo: Lenovo is committed to providing an inclusive, innovative, and growth-driven environment. As a leader in the global technology market, we offer opportunities to work on cutting-edge products and solutions. Join our team to make a meaningful impact on customer experience, lead high-performing teams, and drive technical excellence within a fast-paced, dynamic environment.
Qualification :
Any Graduate
Experience Required :

7 to 10 Years

Vacancy :

2 - 4 Hires

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