Position Description:
As an integral member of the EMEA Customer Engagement Center (CEC) team you
would act as the key focal point between Lenovo and an assigned CEC vendor.
You are required to interact directly with vendors and at times with customers
on a daily basis.  Key focus area would be ensuring operational efficiency
that improves a customer’s experience and achieves an overall cost effective
process.

• Overall responsibility for the management and relationship of a CEC vendor
which may be located in several locations across EMEA.
• Analysis of financial, customer experience and operational data to identify
opportunities for improvement.
• Through the analysis of data and monitoring closely the vendor KPI’s develop
in collaboration with the vendor action plans to ensure a balanced scorecard
of KPI’s.
• Ensure adherence to processes and remain audit compliant within the CEC
• Establish a management system with the vendor and engage in
monthly/quarterly business reviews.
• Support the timely implementation of strategic initiatives and projects.
• Work closely with key stakeholders such as regional service delivery
managers, technical trainers, customer care and the spare parts organisation.
• Ensure continuous improvement and standardisation of processes.
Understanding the customer journey and ensuring customers have a great
experience.

Position Requirements:
Experience & Skills:
• 3-5 Years’ experience within a contact center environment, with a strong
understanding of standard practices and systems.
• Exceptional communication and presentation skills.
• Competence in written and spoken English is essential. Fluency in French,
German or Italian is an advantage.
• Awareness & ability of communicating in a multi-cultural environment
• Strong analytical skills (root causing, data analysis and Lean Six Sigma)
• Strong skills to manage critical situations and 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 2100 EUR, depending on experience + variable
part