Technical Support, Manager - Voice Self Service

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Customer Support
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180000XD Requisition #
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Designation: Technical Manager, Customer Care – Voice Self Service

 

Job Description


The Technical Manager, Customer Care is part of a dedicated team that is responsible for the technical analysis and resolution of complex issues reported by Genesys Customers and Partners. This includes, but is not limited to, coordinating efforts between Customers, Partners, Customer Care, Professional Services, CTO, Genesys University, and other departments within Genesys as applicable. In this function, the qualified individual’s responsibilities encompass delivery of the highest level of Customer Experience to the Genesys Customer and Partner Community, acting as a trusted advisor to the Global Lead, Voice Self Service Product Support Group to ensure organizational effectiveness and success, fostering of individual and team performance excellence, and championing of a Customer First culture. This is a first line management position and requires prior experience in leading customer-facing technical professionals either as a manager or team lead.

 

Responsibilities:

  • Work closely with management team within Product Support Group in aligning common objectives and behaviors

  • Oversee assigned members of Product Support Group to ensure it achieves excellence in Customer Experience, Employee Satisfaction, and Operational Efficiency

  • Recruit and develop high-performing talent in support of organizational and company strategies

  • Drive team and individual alignment with corporate and organizational priorities and goals; foster personal and shared accountability

  • Ensure clear objectives and performance standards are set, communicated and successfully executed across the Product Support Group

  • Keep team members motivated and engaged, enable them to achieve set objectives, ensure performance is capitalized and, where not, implement improvement plans as appropriate

  • Provide Customer Care sponsorship in the context of escalated customer situations

  • Participate in cross-functional initiatives as required

Requirements:

  • Relevant experience managing customer-facing technical teams in a fast-paced, dynamic environment

  • Prior or current experience supporting complex Enterprise software solutions

  • Must be knowledgeable about Customer Care Best Practices

  • Highly motivated with strong commitment to ongoing best-in-class performance

  • Experience working with global teams and multi-national business cultures

  • Excellent written and verbal communication skills; ability to effectively communicate complex situations at all levels, inside and outside the organization

  • Proficient at identifying areas for improvement in programs, processes, systems and tools with a proven record of follow through on implementation

  • Team builder: ability to attract and grow talent, inspire and motivate people, create a positive high-energy work environment; acknowledges and rewards performance excellence; fair and impartial

  • Resilience and perspective: ability to remain calm and operate effectively under stress

  • Ability to travel internationally

  • Willingness to participate in manager-on call rotations as part of global Customer Care management team.

  • BS in Computer Science, Engineering, or other relevant degree

 

How You Do It

How You Think: Understands the business and takes a non-traditional approach to solving common problems. Willing to draw outside the lines and find new ways to make an impact on old problems.

 

How You Interact: Can easily build collaborative relationships that energize individuals, teams, and the company into action. You are a global thinker and can work across locations and time zones. You are an excellent communicator and listener, and can easily persuade to drive a vision and purpose.

 

How You Own It: You are a hands-on executor who can drive change and clearly communicate across all stakeholders.

 

How You Show Up: Embodies Genesys core cultural values and pushes to create an authentic employee experience. You are the type of person who can succeed through ambiguity, bringing clarity where there is no roadmap, who can re-set when a change in direction is needed without getting derailed or frustrated. You are authentic and instil the trust in others.

 

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.com, Twitter, Facebook, YouTube, LinkedIn 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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