Contact Center Support Analyst

Contact Center Support Analyst

Lenovo India Private Limited
1-4 years
Not Specified

Job Description

Description and Requirements
Job Description Summary
The Lenovo Data Center Group (DCG) Support Contact Center Analyst is an important member of the Lenovo DCG Services Delivery team that will be working closely with team members from the Contact Center support teams that are based around the world. Excellent language, strong collaboration and professional communications skills are essential. The Support Contact Center Analyst must be able to work with large amount of raw data, often collaborating with other team members from around the world to clarify any actions or findings. Strong Microsoft Excel skills are also required. The mission of the position is to measure and track the performance of the Lenovo support teams, identify potential gaps within process and measurements, investigate failures within support calls worked, work within team to resolve any exposures identified and drive business metrics within team to improve customer satisfaction.
Job Description
. Capturing, Processing and Analyzing Contact Center support data from multiple data sources. (CRM + CSAT Tools)
. Tracking of the daily reports on team performance on Phone / Chat and E-Ticket responses. Report to be captured on performance on weekly basis. These are shared with Managers and Operations leads.
. Reviewing and analyzing data for anomalies or other issues, which could compromise service delivery within Contact Centers.
. Investigation and data captures of cases that require analysis of root cause of a problem that was escalated to team. Creation of summary presentations and advising on possible corrective actions needed.
. Maintaining and updating of business processes by working with Operations leads and Contact Center support teams. Develops and maintains records, prepares reports, and composes correspondence relative to the findings. . Addressing Out of compliance by raising these to management team.
. Assist with data captures to track performance metric Driving improvements within team based on regional data
. 1+ years experience in an enterprise data center environment,
. Fluent English (oral / written).
. Excellent verbal & written communication skills.
. Understand Contact Center performance metrics
. Gather, analyze, monitor and document data
. Experience of either leading or working as part of projects
. Experience in data analysis will be beneficial
. Prior work experience in Call Centers will be beneficial
. MS Excel strong to advanced levels recommended
. Excellent technical and analytical skills
. Data analysis and data interpretation skills
. Self-starter who can manage ambiguity, chart a clear course and make tough decisions
. Must be a team player who is highly motivated & detail oriented
. Gather and analyze facts, draw conclusions, define problems, and suggest solutions and Openness for change and new challenges
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, status as a veteran, and basis of disability or any federal, state, or local protected class.

Job Details

Why Work at Lenovo Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. To find out more visit , and read about the latest news via our StoryHub .

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