General Information

Req #
WD00040361
Career area:
Services
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Friday, September 23, 2022
Working time:
Full-time
Additional Locations: 
* Slovakia

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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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.

Description and Requirements

As Business Analyst you will be responsible for providing support to the Premier Support team in terms of business and call centers operation. In this role, you need to gain an understanding of the team, call center, and business structure, as well as the KPIs, provide analytical insights, report analysis on business performance, and manage and drive corrective actions including backlog management.

It will require gaining an understanding of the Microsoft Dynamics CRM platform and functionality, offering support to the team, driving enhancements, and providing status updates to the team. 

You will report to the EMEA Premier TAM Manager. 


We are looking for a candidate who has knowledge of commonly-used concepts, practices, and procedures within services support functions. Experience in Call Center functions, Services functions, Microsoft Dynamics, and project management will be considered a plus. 

Successful candidates will possess advanced communication skills and work closely with teammates and business users to understand and excel in the delivery of services.  A strong candidate must be analytical, logical, organized, and able to learn quickly and adapt since these metrics will cover many different aspects of the business.


Responsibilities:

Premier Support Call Center activities:

  • Premier Support Call Center data sources and develop regular reports and analysis that focus on the following:
  • Customer Experience, Cost Performance and Operational KPI’s
  • Forecasting accuracy
  • Contact efficiency and contact channel mix
  • 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

Process improvement:
  • Work with key stakeholder on understanding of existing processes
  • Gather requirements for improvements from internal and external customers
  • Scope and develop process documentation
  • Be member of a wider virtual team supporting them with providing necessary inputs and documentation
  • Track, document and drive agreed tasks

CRM Support – Microsoft Dynamics (MSD):
  • Understand the scope and function of MSD CRM solution.
  • Participate in calls with internal project teams and represent Premier Team in terms of business requirements and input.
  • Providing support to the team (dashboards, Views, enhancement requests)
  • Monitor and support integration via collaboration with other teams

Support various Services Programs and Initiatives:
  • Understand a scope of various services initiatives and provide support to Premier Leadership team to drive KPIs
  • Support Lenovo Business partners with swift communication and helping to address queries


Key Competencies Needed:
  • 3-5 Years’ experience in data analysis or Business Operations
  • Knowledge of contact centre infrastructure and CRM systems
  • Analytical skills and dealing with ambiguity
  • Ability to understand dependencies between complex processes and KPI 
  • Ability to effectively interact and communicate with international team
  • Good presentation, communications and interpersonal skills
  • Proficient in Microsoft Office programs and PC technologies
  • Advanced in MS Excel
  • Excellent organisation skills must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
  • Ability to work effective within virtual teams and drive results through others in a complex cross-functional organisation required.
  • Previous experience with services organization or a call centre is a plus
  • Fluent English written and spoken.

What Lenovo can offer you:

  • 3 sick days per year
  • Additional vacation days
  • 100% sick leave compensation up to 2 months per year
  • A broad selection of soft/hard skills trainings and individual mentoring
  • Employer contribution to the Third Pillar Pension System


Base gross monthly salary starts from 2.350 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.




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.
* Slovakia

Additional Locations: 
* Slovakia
* Slovakia
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