Program Manager - Contact Center

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