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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 www.lenovo.com, and read about the latest news via our StoryHub. Description and Requirements
Job Responsibilities:
Manage the JP MBG Contact Centre team in Dalian (including both Motorola and FCNT, with over 12 AGs), ensuring smooth operations and team performance.
Collaborate closely with the JP/AP CEC lead and lead the JP team to implement the CEC tower strategy effectively.
Drive and oversee JP Contact Centre operations transformation initiatives to enhance efficiency and service quality.
Handle high-level customer escalation calls received by team members, providing necessary guidance or approvals to resolve job-related issues promptly.
Ensure the achievement of key performance indicators (KPIs), including CX (T3B and B3B), SLA (Voice and Email), ABR, Voice AHT (with continuous improvement), FCR, and RIR.
Prepare for and support the expansion of the Dalian team’s responsibilities as it takes on more Japanese business operations in the future.
Job Requirements:
Proven experience in managing a contact centre or customer service team, preferably in a multinational environment.
Strong leadership skills with the ability to guide and motivate a team to meet performance targets.
Excellent problem-solving and decision-making abilities, particularly in handling customer escalations.
Solid understanding of key contact centre metrics (e.g., CX, SLA, AHT, FCR) and strategies to optimize them.
Ability to work collaboratively with cross-functional and regional teams to execute business strategies.
Adaptability to evolving business needs, including potential expansion of operational scope in the future.
Additional Locations: * China - Liaoning - 大连（Dalian） * China * China - Liaoning * China - Liaoning - 大连（Dalian）