Customer Engagement Center Coordinator

**General Information**:

- Req #
- WD00077970
- Career area:

- Services
- Country/Region:

- Colombia
- State:

- Cundinamarca
- City:

- BOGOTA DC
- Date:

- Tuesday, February 4, 2025
- Working time:

- Full-time

**Additional Locations**:

- Colombia - Cundinamarca - BOGOTA DC

**Why Work at Lenovo**:

- We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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).

**Description and Requirements**:
As a **Customer Engagement Center Coordinator**you will work in conjunction with our BPO partners, to ensure the operational KPIs and service delivered for the technical warranty contact center operations, meet and exceed the terms set by contract.
The coordinator acts as a single point of contact for warranty service contact center issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, the coordinator works existing processes to improve efficiency, quality and reduce cost of the contact center, setting up new processes as needed.
The coordinator closely monitors service activity and performance to ensure adherence to the service level KPI’s, timely escalation of issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly).
The coordinator must be comfortable dealing with all levels of customers and service providers representatives as well as all levels of Sales and Services leadership within Lenovo.

**Day to Day**
- Service Level Adherence - monitor all contacts channels to ensure the vendors adherence to contracted KPIs.
- Performance Management - monitor performance at operation and agent level.
- Relationship/Escalation Management - Ensure a response to internal and external clients questions and escalations in a timely manner.
- Help drive success and change through service providers.
- Prevention - Develops and coordinates the implementation of proactive support initiatives in the support contact centers.
- Optimization - Leads continuous improvement activities to enhance the customer journey and to optimize the workforce and operational cost v.
- Support - Leads complex contact center processes and navigates contractual support service deliverables.
- Collaboration - Compiles, analyzes, and interprets statistical data and trends.

**Responsibilities**:

- Develop and implement strategies to ensure the highest level of customer satisfaction and retention.
- Act as single point of contact for operational issues in a cross-functional matrix environment.
- Monitor and analyze the Contact Centers performance and ensure the service providers implement effective corrective measures as needed.
- Ensure the service providers Create and maintain team schedules to ensure adequate coverage and support for clients, overseeing resource planning, scheduling, reporting, and real-time analysis.
- Implement data-driven strategies to optimize staffing levels, to increase in operational efficiency.
- Work in conjunction with the service providers, and the Lenovo teams in charge of the forecasting ,to have an accurate forecast that leads to improved service levels and cost savings. -Review the invoices and validate in our systems, the productivity of the agents / FTEs billed by the BPO service providers and report and request feedback about any discrepancy / noncompliance detected. -Acquire from Lenovo Contact Center global team, updated SOP and training material and distribute it and ensure the implementation by the BPO service partners in all Contact Center operations. -Work in conjunction with global teams, as stakeholder to implement Contact Center related projects for the LATAM region. This involves but is not limited to, active participation in meetings, conducting and coordinating testing, coordinating deployments ,collect and provide feedback, escalate issues and request enhancements, etc.
- Ensure the service providers train and mentor team members to improve their technical skills ,sales skills and customer service abilities.
- Collaborate with cross-functional teams to identify and resolve complex technical issues for clie