ISG CEC Technical Support Manager

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Description and Requirements

Job Description:

The Technical Support Call Center Manager is responsible for managing the Data Center Group Technical Support in Kuala Lumpur, Malaysia. The role is based in Bangalore.

The Lenovo Customer Engagement Center Team is a team of IT professional with strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Technical Support Engineers must resolve the most complex customer problems, often collaborating with the hardware Level 2/3 support teams.

The Technical Support Call Center Manager is to manage the team to deliver the services, manage the resource and handle the escalation.

Key Responsibilities:

• Manage a team of Technical Support Engineers (both local and remote team) to deliver call center services to client.
• Manage the resource to ensure shift coverage for normal business hours and weekend shift
• Monitor the workload and align resource to meet the service level
• Work closely with TSE on problem escalation and drive for closure of the problem cases
• May require to work on shift to handle call center operation and problem calls
• Work with other support team (TSE team in other regions, Lenovo L3 or Product Engineer) to provide end to end service to customer

Experience:

• Bachelor's degree in Computer Science, Engineering, or Business Administration
• At least 5 years experience in maintenance services
• At least 2 years experience in management position.
• Excellent interpersonal and communications skills
• Experience in managing offshore models and distributed and remote team management
• Experience in Call Center Operation
• Excellent oral and written English skills

Additional Locations:
* India - Karnātaka - Bangalore

* India - Karnātaka - BANGALORE

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