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Customer Care
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200000GQ Requisition #
Position Title: Cloud Care Manager
Job Location: Manila, Philippines
 
Job Description:

The Cloud Care Manager will be responsible for the work activities, skill development and administration of the Genesys Cloud Customer Care team based in Manila. 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 Genesys Cloud Customers, provide coaching as warranted, work as part of a Global Team to ensure that Key Performance Indicators are implemented and achieved.

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

 
Responsibilities 

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

  • Provide oversight and leadership for the team on the ground in Manila
  • Manage the local staff to ensure efficiency of work allocation, focus and status
  • 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 Genesys Cloud
  • 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
About Us:
 

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.


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.

 
Job Location: Manila, Philippines
Position Type: Full-Time/Regular





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