Operations Manager- Contact Center- Anz

**General Information**:

- Req #
- WD00084572
- Career area:

- Information Technology
- Country/Region:

- Malaysia
- State:

- Selangor
- City:

- Petaling Jaya
- Date:

- Wednesday, July 2, 2025
- Working time:

- Full-time

**Additional Locations**:

- Malaysia - Kuala Lumpur - Kuala Lumpur
- Malaysia - Selangor - Petaling Jaya

**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, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

**Description and Requirements**:
**Key Responsibilities**:

- Manage ANZ Operations, including ANZ Premium Care, EduCare, and ANZ Standard Support for both Consumer & Commercial (Tagalog speaking customers) market.
- Provide the team with clear objectives for group and individual performance, and support with regular and constructive feedback through quality audits and performance appraisals.
- Support, coach, and manage a team of 6 Technical Support Manage and around 80 Executive Technical Support agents to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
- Provide ongoing coaching, training, and counseling to team members on customer management as well as products and services.
- Lead by example by displaying initiative in all areas, including adherence to schedule and good attendance records.
- Review workflow and procedures to close service gaps, ensure productivity, and accommodate new products & services.
- Maintain the Operations Quality Management System (QMS) and continuously review and update policies, processes, and forms.
- Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
- Work with the line manager to coordinate shift rosters for team members and ensure that agreed shifts are covered.
- Conduct regular team meetings and buzz sessions to ensure two-way communication is maintained between team members and management.
- Support the management team in creating management reports based on agreed time scales.
- Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
- Disseminate information received from client contact points to team members as soon as possible and ensure team members are fully briefed on the information received.
- Attend to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handling escalations through to resolution.
- Identify areas for service improvement and make recommendations to the management team.

**Qualification and Experience**
- Bachelor's degree in information technology or related discipline.
- Five to Ten (5-10) years of relevant experience in customer service management, preferably in the PC or technology industry
- Related working expertise in call center & / or technical support environment.
- Experience working in MNC environment, interacting with regional counterparts.
- Experience in running contact center operations and managing a team with not less than 15 headcounts.

**Other Information**
- Hybrid work model - 3 days from office
- Job location - Menara TA One, opposite to KLCC.
- Working hours 7 am to 4 pm Malaysia time to support ANZ time zone.
- Competitive pay and employee benefits

**Additional Locations**:

- Malaysia - Kuala Lumpur - Kuala Lumpur
- Malaysia - Selangor - Petaling Jaya
- Malaysia
- Malaysia - Kuala Lumpur ,
- Malaysia - Selangor
- Malaysia - Kuala Lumpur - Kuala Lumpur ,
- Malaysia - Selangor - Petaling Jaya