Lenovo Contact Center Data Analyst

Basic Qualifications:
- Undergraduate degree required
- 5+ years of relevant reporting and/or analytics experience required
- Excellent communication (written and verbal) skills
- Positive, solution focused approach
- Adaptable and receptive to change
- Able to work with geographically dispersed teams
- Demonstrated ability to prioritize requirements and meet deadlines
- Capable of presenting to senior leadership
- High energy level, enthusiastic, and eager to do what is necessary to be successful
- Experience creating and following process documentation completely

Preferred Qualifications:
- High level of attention to detail
- Excellent analytical skills to include root cause analysis
- Ability to communicate effectively to all levels of management and stakeholders
- Strong numerical literacy and a thorough understanding of contact center/call center related metrics
- Good interpersonal and negotiation skills in a professional environment
- Ability to create complex deliverables from general instructions
- Ability to work on several projects simultaneously
- Knowledgeable of Sales/Service Contact Center operations a plus

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

English - Advanced (C1)

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

Do you like working with Data Analytics?

The Contact Center of Excellence (CCoE) team within the COO Organization is looking to hire a Reporting Analyst 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 CoE 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 data analytics projects, and advanced analytics to help derive insights and value as it relates to Contact center operations across the Globe.

What You'll Do:
- Assess current reporting capabilities – performance metrics and dashboards
- Work with GPO (Global Process Owner) to harmonize on common KPIs
- Implement harmonized reporting across the various Contact Centers.
- Provides analytical support for special projects related to Contact Center of Excellence
- Communicates with management and operations team to ensure compliance with company standards
- Devise plans based on data analysis, to contribute to the operational goals of the organization, utilizing strategic planning, problem solving, and analytical skills.
- Identify root causes to problems and develops measurable solutions to eliminate re-occurrence.

Organization
You will report to Executive Director - WW Sales Operations.

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.