Position Description:
As an integral member of the EMEA Customer Engagement Center (CEC) team you
would act as the key focal point for the validation of vendor invoices,
production of regular reports analysis of business performance.
• Manage CEC data sources and develop regular reports and analysis that focus
on the following;
o Customer Experience, Cost Performance and Operational KPI’s
o Forecasting accuracy
o Contact efficiency and contact channel mix
o 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, mainly CEC
team, L2/3 Technical support teams, parts organisation, quality and customer
care.
Please note this is temporary 2 years contact

Position Requirements:
Experience & Skills:
• 3-5 Years’ experience in data analysis and business intelligence
• Lean Six Sigma experience is an advantage
• Knowledge of contact centre infrastructure and CRM systems
• Acting with a sense of detail and urgency
• Competence in written and spoken English is essential.
• Analytical skills and dealing with ambiguity
• Ability work independently with clear priorities.
• Proficient in the use of Corporate Desktop Software Applications, Outlook,
PowerPoint, Word, Excel.

Education/Training:
Degree or equivalent in an I.T. discipline would be preferred but not as
important as a proven track record in the relevant areas of experience.

Base gross monthly salary from 1400 EUR, depending on experience + variable
part