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About the Role
Lenovo is seeking a professional to support overall contact center operations and assist the Operation Manager. This role involves managing outsourcing vendors, driving initiatives to improve Customer Experience (CX) and Employee Experience (EX), and monitoring key performance indicators (KPIs). The position requires identifying operational issues through data analysis, leading improvement actions, and promoting automation and efficiency through AI solutions.
Responsibilities
- Support overall contact center operations and assist the Operation Manager
- Manage outsourcing vendors with accountability for quality, cost, and performance
- Drive initiatives to improve Customer Experience (CX) and Employee Experience (EX)
- Monitor and improve key KPIs including quality, productivity, cost, and customer satisfaction
- Prepare and deliver reporting for business reviews (WBR/MBR/QBR)
- Identify operational issues through data analysis and lead improvement actions
- Lead projects such as cost optimization, process improvement, and system transformation
- Promote automation and efficiency improvements through AI solutions (e.g., chatbot, IVA)
- Drive offshore transition and optimize outsourcing delivery models
- Define and execute response strategies for customer complaints and escalation cases
- Lead cross-functional issue resolution involving Sales, Support, Repair, and Parts organizations
- Oversee high-impact cases such as refunds, defective products, and service quality issues
- Handle data privacy and compliance-related matters with appropriate judgment
Requirements
- Minimum 5 years of experience in contact center operations
- Experience in vendor management and/or operational management
- Proven experience in KPI management and continuous improvement
- Experience in reporting and business review presentations
- Experience leading cost reduction, process change, or system implementation projects
- Experience leading complaint handling and escalation strategy with cross-functional coordination
- Experience resolving cross-functional operational issues
- Experience handling operational risk such as quality issues and customer-impacting incidents
- Experience in data privacy and compliance-related operations
- Business-level communication skills in Japanese and English
- Strong analytical, problem-solving, and presentation skills
- Experience implementing AI solutions for contact centers
- Experience in offshore transition or global delivery management
- Experience in multi-channel or work-from-home contact centers
- Experience in transformation or new service launch
Skills
- KPI management
- Continuous improvement
- Reporting
- Business review presentations
- Cost reduction
- Process change
- System implementation
- Complaint handling
- Escalation strategy
- Cross-functional coordination
- Operational issue resolution
- Operational risk management
- Data privacy
- Compliance
- Japanese communication
- English communication
- Analytical skills
- Problem-solving skills
- Presentation skills
- AI solutions implementation
- Offshore transition
- Global delivery management
- Multi-channel contact centers
- Work-from-home contact centers
- Transformation
- New service launch
Location
- Japan - Tōkyō - Chiyoda-Ku
Work Type
- Full-time
Experience Level
- Minimum 5 years of experience in contact center operations
About the Company
- Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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).
- This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere.
- To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.