Position Description: Support CEC (Customer engagement center) operation management, drive CEC providers performance improvement trough operational stats analysis and follow-up. Help and supervise CEC in achieving the SLAs and KPIs required by contract to drive performance improvement. Actively lead and/or develop strategies and projects to have a better quality and CX in the interactions, issues troubleshooting with dispatches control, looking to reducing inefficiencies in general. Interacts with external customers, including speaking with them, answering their emails; attending QA calibration sessions and occasionally auditing interaction records. Act as a POC or linkage between the vendors and Lenovo. Detailed Role Description: Analyze data, interactions, cases and surveys at macro level in order to detect issues with CEC’s performance and propose action plans. Escalate and work together with Field services team, level 2 and ops team any identified troubleshooting deficiency and opportunities in the operation. Create, in conjunction with the vendors, CEC metrics reports to present in the regional meeting. Support and control of the CEC operation for the accomplishment of the KPIs (Among others: ABN [Abandon rate], CX/OSAT [Customer Experience/Overall Satisfaction], FOP [Fixed on phone/contact], Voice/non-voice split, Interactions per Machine Month). #### Position Requirements: Bachelor’s Degree in, Business administration, Electronics or System Engineering. Strong Preferred Education: ITIL foundations certification. 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.