EMEA Premier Support Operations Professional

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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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

Are you someone who loves unravelling mysteries and finding solutions? Do you have curious nature and a knack for deciphering complex data puzzles? Ever wonder how a giant tech company keeps its customer support running like a well-oiled machine? That's where you come in!

This is your chance to dive into the world of data analysis, process improvements and call center activities (think fancy spreadsheets and reports that make a real difference). You'll be working alongside a great, international, diverse team to understand how our Premier Support call center operates, then use your data analysis skills to identify areas for improvement and develop solutions.

Sound interesting? If you're a quick learner who loves a good challenge, we want to hear from you!

Any additional skills on Project management, PowerBI, Python, Call Center Activities, AI Tools or Service Delivery will be considered as a plus.

• Premier Support Call Center data sources and develop regular reports and analysis that focus on the following;
• Customer Experience, Cost Performance and Operational KPI’s
• Forecasting
• Contact efficiency and contact channel mix
• Aged Cases
• Drive key driver analysis for contact channels as well as voice & non-voice contacts
• Develop business recommendations based on data analysis to drive customer experience and cost improvements
• Close cooperation with other functions within Lenovo Services
• Work with key stakeholder on understanding of existing processes
• Gather requirements for improvements from internal and external customers
• Scope and develop process documentation
• Be member of a wider virtual team supporting them with providing necessary inputs and documentation
• Track, document and drive agreed tasks
• Understand a scope of various services initiatives and provide support to Premier Leadership team to drive KPIs
• Support Lenovo Business partners with swift communication and helping to address queries
• Support/Facilitate regular business reviews with the wider team
• 1-3 Years’ experience in data analysis or Business Operations
• Analytical skills and dealing with ambiguity
• Ability to understand dependencies between complex processes and KPI
• Good presentation, communication and interpersonal skills for international collaboration
• Proficient in Microsoft Office programs and PC technologies
• Advanced in MS Excel
• Excellent organisation skills must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment
• Ability to work effective within virtual teams and drive results through others in a complex cross-functional organisation required
• Previous experience with services organization or a call centre is a plus
• Fluent English written and spoken
• Knowledge of contact centre infrastructure and CRM systems
• Python knowledge/Panda
• AI data analysis

Base gross monthly salary starts from 1.750 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.

What we offer:

Healthcare and well-being

Healthcare in private medical center, fully paid sick leave, paid bonus sick days, fitness programs & sports packages, health days on site, discounts to gyms, yoga on site, extra contribution to meal card

Work - life balance

Extra vacation days, flexible working hours, service awards, home office, work & life coaching on site, massages on site, contribution to wedding and childbirth

Development

Soft skills and hard skills trainings, special development programs for both individual contributors and potential team leaders / people managers, language courses on site, internal rotation program, financial contribution to external language courses

Bonus system

Motivating performance bonus system, financial bonus for referring a friend, notebook for personal use, company mobile and car based on seniority level

Community life (CSR)

Volunteering & charity events, diversity and LGBT events, initiatives for seniors, children, people with disabilities, animals, “women in leadership”

You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.