Job Description
Job Summary:
- We are seeking a dynamic and experienced Associate Manager - Customer Service to join our team.
- The ideal candidate will have a strong background in customer service operations, contact center technologies (specifically Genesys), and a passion for driving business performance through strategic initiatives.
- This role involves working closely with clients to design, build, and implement solutions that enhance their customer service capabilities.
Responsibilities:
Client Consulting and Solution Design:
- Work closely with clients as consulting professionals to design, build, and implement initiatives that enhance business performance.
- Understand market and customer challenges, create business cases, and develop strategic transformation roadmaps based on market trends.
- Help sell and deliver Genesys contact center solutions to clients, including product overviews, partner readiness support, pricing, documentation, and first-call presentations.
- Develop requirements based on leadership input, including performance/status reporting, problem-solving, and conflict management.
Contact Center Operations and Technology:
- Understand and implement multichannel self-service/IVR and Omni-Channel Orchestration Routing.
- Provide expertise on Genesys Cloud/Engage suite.
- Utilize Genesys Architect/Composer/Designer, Genesys Framework Components (Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations, etc.) or similar solutions.
- Provide detailed TCO analysis and knowledge of on-premises, on-cloud, and hybrid cloud solutions and economics.
- Leverage Genesys product solutions to automate customer service processes like Interaction Routing, CTI, Reporting, etc.
Partner Relationship Management:
- Drive partner support activities with a strong focus on nurturing deeper, more strategic relationships with key parties.
Customer Service Operations and Analysis:
- Experience in contact center channels, leading customer service operations assessment/benchmarking, identifying gaps, and deriving business cases for driving improvements.
- Proactively identify customer needs through technical benefits assessments.
- Carefully build the business value of solutions to assist with overcoming potential objections to proposed technical solutions.
Technical Implementation and Support:
- Provide functional and hands-on experience in voice and non-voice (SMS, email, chat, etc.) applications solutioning.
- Experience in Genesys Cloud administration and application experience.
Requirements:
Experience:
- Minimum 2 years of experience working with customer service operations and contact center channels.
- Experience leading customer service operations assessment/benchmarking.
- In-depth knowledge and know-how of customer service operations.
- Cross-industry experience is preferred.
- Functional and hands-on experience in voice and non-voice (SMS, email, chat, etc.) applications solutioning using Genesys Architect/Composer/Designer.
- Experience in leveraging Genesys product solutions to automate customer service processes like Interaction Routing, CTI, Reporting, etc.
Skills:
- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.
- Experience in Genesys Cloud/Engage suite.
- Knowledge of on-premises, on-cloud, hybrid cloud, and cloud economics.
- Experience in Genesys Cloud administration and application experience.
- Use Genesys Architect/Composer/Designer, Genesys Framework Components (Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations, etc.) or similar solutions.
- Excellent communication and presentation skills.
- Strong analytical and problem-solving skills.
Qualifications:
- MBA or Graduation (Full-Time).
Key Competencies:
- Contact Center Operations
- Genesys Solutions (Cloud/Engage)
- IVR and Omni-Channel Routing
- Customer Service Process Automation
- Client Consulting
- Partner Relationship Management
- Business Case Development
- Technical Solutioning
- Communication and Presentation Skills
