EMEA Premier Support Operations Professional

University education (Bachelor's degree)
University education (Master's degree)

English - Advanced (C1)

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.

Day-To-Day Responsibilities:

Premier Support Call Center activities
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

Process improvement:
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

Support various Services Programs and Initiatives:
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.

Key Competencies and Hard skills Needed:

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
Ability to effectively interact and communicate with international team
Good presentation, communications and interpersonal skills
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.

Additional experience on the below will be considered as a plus:
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.

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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.