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Customer Care
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20000125 Requisition #


 

Shift:  2nd Shift (3:30 PM to 12:30 AM) 

Location: Indianapolis, IN.

This position requires that the candidate selected be a U.S. citizen.

 

Job Summary:

The PureCloud Technical Manager will be responsible for the work activities, skill development and administration of the PureCloud Global Customer Care team. Daily functions will include but are not limited to managing team assignments and scheduling, ensure teams are adequately trained and well prepared for support our PureCloud Customers, provide coaching as warranted, work as part of a Global Team to ensure that Key Performance Indicators are implemented and achieved.

In the PureCloud Technical role, the successful candidate will report to the Director of PureCloud Global Customer Care.  The goal of the role is always to provide the best customer experience for our customers and partners.



Listen to the team:

View the video on YouTube: https://youtu.be/f3ohkSe5AU4



In this role, the primary responsibilities will include (but are not limited to):

•            Provide oversight and leadership for the global team.

•            Manage the local staff to ensure efficiency of work allocation, focus and status.

•            Gain and maintain a high-level knowledge of all aspects of the PureCloud Platform and Products.

•            Provide Escalation Support and be prepared to work directly with customers in finding solution to their issues.

•            Provide team administration and performance reviews.

•            Support hiring and on-boarding process for new team members.

•            Manager team performance to targeted Key Performance Indicators.

•            Introduce and maintain continuous performance process and standards.

•            Work with the Global leadership of Cloud Customer Care to deliver on goals and objectives.

•            Ensure team are adequately trained to maintain strong technical understanding and proficiency in PureCloud.

•            Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Customer Care.

Qualifications:

•            BS/MS/BA or equivalent.

•            Good verbal/written communication, presentation and interpersonal skills. Demonstrated ability to interact with internal and external customers.

•            At least 8 years of industry experience with 3+ years of hands on management experience in leading customer facing support teams;

•            Ability to develop and maintain excellent colleague and Genesys relationships.

•            Strong leadership and team management ability.

Competencies:

•            5 years relevant Supervisor and/or Manager experience.

•            Works with specific measurable objectives requiring operational and planning skills, with minimal direct supervision.

•            Established procedural, systems and process knowledge at the execution and tactical level.

•            Effective in making decisions (including timely decisions) within their unit with sufficient latitude.

•            Translates department's goals and objectives into defined metrics and delegates as required.

•            Manages and reports performance metrics (and related issues).

•            Looks for opportunities for continuous process improvements.

•            Accepts accountability for self and department.

•            Manages with EQ as a successfully demonstrated skill.

•            Designs and delivers communications that convey a clear understanding of the unique needs of different audiences.

•            Creates a climate where employees are motivated to do their best to meet their objectives.

•            Builds relationships within and outside their team to get work done at both the department and organization levels.

•            Maneuvers comfortably through complex processes, and people-related organizational dynamics.

•            Handles conflict situations effectively and efficiently with minimum work disruption.

•            Gains confidence and trust of others through honesty, integrity, and authenticity.

•            Steps up to address difficult issues, saying what needs to be said in an objective and solution-driven manner.

•            Demonstrates self-awareness and is open to feedback as a productive insight into personal strengths and weaknesses.

•            Takes action in building effective teams.

•            Steps up to lead and manage team.

 

About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.


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