Job Description

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge.

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.

The one thing that’s missing? Well… you...

Description And Requirements

Focused on a bold vision to deliver smarter technology for all, Lenovo is developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society. By designing, engineering and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation – to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

Who You’ll Work With

At Lenovo, we manufacture one of the world’s widest portfolios of connected products, including PCs (ThinkPad, Yoga, Lenovo Legion), tablets, smartphones and workstations as well as augmented and virtual reality (Mirage, ThinkReality) and smart home/office solutions. We are also building an innovative portfolio of software and services which are changing the industry. Lenovo is creating the capacity and computing power for the connections that are changing business and society.

About Our Team

The Contact Center of Excellence (CCoE) team within the COO Organization is looking to hire a Solutions Strategy Lead to work closely with business functional teams to deliver contact center related insights and data intelligence that will scale with our rapidly growing business to drive business decisions, improve customer experience, and increase overall operational efficiency.

As a key member of the CCoE team, you will be at the center of the action and have an immediate impact on projects that are highly strategic and highly visible to Senior Leadership. In this role, you will work with related teams together to deliver Game Changing initiatives as it relates to Sales and Services Contact center operations across the Globe.

These are your detailed responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Meets call center financial objectives by estimating requirements; analyzing variances; initiating corrective actions.
• Maintains professional and technical knowledge by tracking emerging trends in call center management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Work closely with the Engineering teams to assess organizational needs across the Globe.
• Delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
• Creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
• Define Operating model definition, and capability delivery of subscription/flexible consumption business models
• Enable flexible, end-to-end delivery model emphasizing innovation and disruption
  
  

Position Requirements:

• Undergraduate degree required; Post Graduate degree preferred
• 7+ years of relevant experience required
• Experience with stakeholder management
• Ability to facilitate conversation between stakeholders with competing priorities
• Proven track record in delivering complex projects
• Excellent communication (written and verbal) skills in English
• Able to work with geographically dispersed teams
• Knowledgeable of Sales/Service Contact Center operations
• Demonstrated ability to partner and collaborate across organizations to optimize outcomes
• Demonstrated ability to prioritize requirements and meet deadlines
• Familiarity with Contact Center Tools Processes would be an added plus
• Agent Desktop/workspace
• Agent Messaging
• IVR (Integrated Voice Response)
• Voice Telephony & Digital Routing
• Workforce Engagement Management
• Sales, Customer Care & Technical Service Excellence is an added plus.
  
  

What We Will Offer You:

• An open and stimulating environment within one of the most forward thinking IT companies
• Flat structures and fast decision-making processes
• A modern and flexible way of working to combine personal and professional life
• An international team with a high focus on Gender Diversity
• Attractive compensation package
  
  

Note valid for Slovakia only: Base gross monthly salary from minimum 3400 EUR and above, depending on experience + variable part 14% of your annual earnings

We are looking forward to discussing this position with you soon!

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.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.