Operations Manager- Contact Center- ANZ **General Information** Req # WD00084572 Career area: Information Technology Country/Region: Malaysia State: Selangor City: Petaling Jaya Date: Wednesday, July 2, 2025 Working time: Full-time **Additional Locations** : * Malaysia - Kuala Lumpur - Kuala Lumpur * Malaysia - Selangor - Petaling Jaya **Why Work at Lenovo** We 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 www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Key Responsibilities:** + Manage ANZ Operations, including ANZ Premium Care, EduCare, and ANZ Standard Support for both Consumer & Commercial (Tagalog speaking customers) market. + Lead, supervise, and manage a team of Executive Technical Support (Tagalog speakers) & subjects to meet required performance and KPIs. + Provide the team with clear objectives for group and individual performance, and support with regular and constructive feedback through quality audits and performance appraisals. + Support, coach, and manage a team of 6 Technical Support Manage and around 80 Executive Technical Support agents to ensure that both operational targets (required performance and KPIs) and service levels are achieved. + Provide ongoing coaching, training, and counseling to team members on customer management as well as products and services. + Lead by example by displaying initiative in all areas, including adherence to schedule and good attendance records. + Review workflow and procedures to close service gaps, ensure productivity, and accommodate new products & services. + Maintain the Operations Quality Management System (QMS) and continuously review and update policies, processes, and forms. + Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations. + Work with the line manager to coordinate shift rosters for team members and ensure that agreed shifts are covered. + Conduct regular team meetings and buzz sessions to ensure two-way communication is maintained between team members and management. + Support the management team in creating management reports based on agreed time scales. + Undertake any administration associated with payroll, staff annual leave/MC applications, expense claims, and amendments to staff rosters. + Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required. + Disseminate information received from client contact points to team members as soon as possible and ensure team members are fully briefed on the information received. + Attend to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handling escalations through to resolution. + Identify areas for service improvement and make recommendations to the management team. **Qualification and Experience** + Bachelor's degree in information technology or related discipline. + Five to Ten (5-10) years of relevant experience in customer service management, preferably in the PC or technology industry + Related working expertise in call center & / or technical support environment. + Experience working in MNC environment, interacting with regional counterparts. + Experience in running contact center operations and managing a team with not less than 15 headcounts. **Other Information** + Hybrid work model - 3 days from office + Job location - Menara TA One , opposite to KLCC. + Working hours 7 am to 4 pm Malaysia time to support ANZ time zone. + Competitive pay and employee benefits **Additional Locations** : * Malaysia - Kuala Lumpur - Kuala Lumpur * Malaysia - Selangor - Petaling Jaya * Malaysia * Malaysia - Kuala Lumpur , * Malaysia - Selangor * Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Petaling Jaya