Operations Manager- Contact Center- ANZ

Lenovo; Petaling Jaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

Lenovo is seeking an Operations Manager for ANZ, overseeing both Consumer & Commercial markets. This hybrid position requires a strong leader with significant experience in customer service management and technical support. Responsibilities include team management, KPI monitoring, and operational excellence. The ideal candidate will possess a Bachelor's degree and experience in a multicultural environment, ensuring high-quality service delivery.

Benefits

Competitive pay and benefits

Qualifications

• 5-10 years of relevant experience in customer service management.
• Experience managing a team of at least 15 staff.
• Experience working in call center or technical support environments.

Responsibilities

• Manage ANZ Operations and lead a team of Technical Support Managers and agents.
• Set objectives and provide feedback through performance appraisals.
• Handle high-level customer complaints and support contact center KPIs.

Skills

Customer service management

Team leadership

Technical support

Education

Bachelor's degree in Information Technology

Job description

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, serving millions of customers daily in 180 markets. Focused on delivering Smarter Technology for All, Lenovo offers a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices, infrastructure, software, solutions, and services. Our ongoing innovation aims to build a more equitable, trustworthy, and smarter future for everyone, everywhere. Listed on the Hong Kong stock exchange (HKSE: 992), Lenovo continues to invest in world-changing innovations.

To learn more, visit www.lenovo.com and read the latest news on our StoryHub.

Job Description and Requirements

Key Responsibilities:

• Manage ANZ Operations, including Premium Care, EduCare, and Standard Support for both Consumer & Commercial markets (Tagalog speaking customers).
• Lead, supervise, and manage a team of Executive Technical Support (Tagalog speakers) and other staff to meet performance and KPIs.
• Set clear objectives and provide regular feedback through quality audits and performance appraisals.
• Support, coach, and manage a team of 6 Technical Support Managers and approximately 80 Technical Support agents to ensure operational targets and service levels are met.
• Provide ongoing coaching, training, and counseling on customer management, products, and services.
• Lead by example, demonstrating initiative, adherence to schedules, and good attendance.
• Review workflows and procedures to close service gaps, improve productivity, and incorporate new products and services.
• Maintain and update the Operations Quality Management System (QMS).
• Support the Contact Centre in achieving service levels and KPIs such as average speed of answer and call abandonment rate.
• Coordinate shift rosters and ensure coverage.
• Conduct team meetings and communication sessions to ensure effective two-way communication.
• Assist in creating management reports and handle administrative tasks like payroll, leave, and expense claims.
• Handle high-level customer complaints and participate in queue calls and escalations.
• Identify service improvement areas and recommend solutions to management.

Qualifications and Experience:

• Bachelor's degree in Information Technology or related field.
• 5-10 years of relevant experience in customer service management, preferably in the PC or tech industry.
• Experience in call center or technical support environments.
• Experience working in an MNC and collaborating with regional teams.
• Experience managing a team of at least 15 staff in contact center operations.

Additional Information:

• Hybrid work model: 3 days in-office.
• Location: Menara TA One, opposite KLCC, Kuala Lumpur.
• Working hours: 7 am to 4 pm Malaysia time, supporting ANZ time zone.
• Competitive pay and benefits.

For accommodations during the application process, contact: [e-mail]