Technical Support Manager

📁
Customer Care
📅
2000019M Requisition #

The Genesys Cloud Technical Manager will be responsible for the work activities, skill development and administration of the Genesys Cloud 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 supporting 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 Genesys Cloud Technical Manager role, the successful candidate will report to the Director of Genesys Cloud 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 the efficiency of work allocation, focus and status.
  • Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud Platform and Products.
  • Provide Escalation Support and be prepared to work directly with customers in finding a solution to their issues.
  • Provide team administration and performance reviews.
  • Support the 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.

 

Competencies:

  • 5 years of 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 the 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.
  • Manoeuvres comfortably through complex processes, and people-related organizational dynamics.
  • Handles conflict situations effectively and efficiently with minimal 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 the team.

 

About Genesys:

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 #LI-DM2

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