Genesys
Product Support Associate(m/w/x)
Vollzeitnur vor OrtJunior
Zürich
Neuer Job?Nejo!
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GEGenesys
Product Support Manager(m/w/x)
Zürich
VollzeitVor OrtSenior
AI/ML
Nejo KI-Zusammenfassung
Overseeing a Switzerland-based team, managing assignments for Genesys Cloud Platform support. 8 years of industry experience required. Direct involvement with AI-powered Experience Orchestration.
Anforderungen
- BS/MS/BA degree or equivalent
- Good verbal/written communication skills
- Good presentation skills
- Good interpersonal skills
- Demonstrated ability to interact with customers
- At least 8 years of industry experience
- 3+ years 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
- 5 years relevant Supervisor and/or Manager experience
- Operational skills
- Planning skills
- Ability to work with minimal direct supervision
- Established procedural, systems, and process knowledge
- Effective and timely decision-making ability
- Ability to translate goals into metrics and delegate
- Performance metrics management and reporting
- Continuous process improvement mindset
- Accountability for self and department
- Demonstrated Emotional Intelligence (EQ) management
- Ability to design and deliver audience-specific communications
- Ability to motivate employees
- Relationship building skills (internal and external)
- Comfort with complex processes and organizational dynamics
- Effective and efficient conflict resolution
- Honesty, integrity, and authenticity
- Ability to address difficult issues objectively and solution-driven
- Self-awareness and openness to feedback
- Effective team building
- Ability to lead and manage teams
Aufgaben
- Manage team assignments and scheduling.
- Ensure team training for Genesys Cloud customer support.
- Provide coaching to team members.
- Implement KPIs with the Global Team.
- Achieve KPIs with the Global Team.
- Provide team oversight and leadership.
- Manage the Switzerland Product Support team.
- Ensure efficient work allocation.
- Monitor team focus and status.
- Maintain high-level Genesys Cloud knowledge.
- Provide escalation support to customers.
- Resolve customer issues directly.
- Perform team administration.
- Conduct team performance reviews.
- Support hiring new team members.
- Support onboarding new team members.
- Manage team performance against targeted KPIs.
- Introduce continuous performance processes and standards.
- Maintain continuous performance processes and standards.
- Collaborate with Global Product Support leadership.
- Deliver on team goals and objectives.
- Ensure team maintains Genesys Cloud technical proficiency.
- Foster team enthusiasm and creativity.
- Identify new processes to enhance customer experience.
- Identify new approaches to enhance customer experience.
Berufserfahrung
- 8 Jahre
Ausbildung
- Abgeschlossene BerufsausbildungODER
- Bachelor-AbschlussODER
- Master-Abschluss
Sprachen
- Englisch – verhandlungssicher
Tools & Technologien
- Genesys
Benefits
Sinnstiftende Arbeit
- Independence to make impact
- Ownership of work
Sonstige Vorteile
- Reasonable accommodations
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens Genesys erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
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Overseeing a Switzerland-based team, managing assignments for Genesys Cloud Platform support. 8 years of industry experience required. Direct involvement with AI-powered Experience Orchestration.
Anforderungen
- BS/MS/BA degree or equivalent
- Good verbal/written communication skills
- Good presentation skills
- Good interpersonal skills
- Demonstrated ability to interact with customers
- At least 8 years of industry experience
- 3+ years 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
- 5 years relevant Supervisor and/or Manager experience
- Operational skills
- Planning skills
- Ability to work with minimal direct supervision
- Established procedural, systems, and process knowledge
- Effective and timely decision-making ability
- Ability to translate goals into metrics and delegate
- Performance metrics management and reporting
- Continuous process improvement mindset
- Accountability for self and department
- Demonstrated Emotional Intelligence (EQ) management
- Ability to design and deliver audience-specific communications
- Ability to motivate employees
- Relationship building skills (internal and external)
- Comfort with complex processes and organizational dynamics
- Effective and efficient conflict resolution
- Honesty, integrity, and authenticity
- Ability to address difficult issues objectively and solution-driven
- Self-awareness and openness to feedback
- Effective team building
- Ability to lead and manage teams
Aufgaben
- Manage team assignments and scheduling.
- Ensure team training for Genesys Cloud customer support.
- Provide coaching to team members.
- Implement KPIs with the Global Team.
- Achieve KPIs with the Global Team.
- Provide team oversight and leadership.
- Manage the Switzerland Product Support team.
- Ensure efficient work allocation.
- Monitor team focus and status.
- Maintain high-level Genesys Cloud knowledge.
- Provide escalation support to customers.
- Resolve customer issues directly.
- Perform team administration.
- Conduct team performance reviews.
- Support hiring new team members.
- Support onboarding new team members.
- Manage team performance against targeted KPIs.
- Introduce continuous performance processes and standards.
- Maintain continuous performance processes and standards.
- Collaborate with Global Product Support leadership.
- Deliver on team goals and objectives.
- Ensure team maintains Genesys Cloud technical proficiency.
- Foster team enthusiasm and creativity.
- Identify new processes to enhance customer experience.
- Identify new approaches to enhance customer experience.
Berufserfahrung
- 8 Jahre
Ausbildung
- Abgeschlossene BerufsausbildungODER
- Bachelor-AbschlussODER
- Master-Abschluss
Sprachen
- Englisch – verhandlungssicher
Tools & Technologien
- Genesys
Benefits
Sinnstiftende Arbeit
- Independence to make impact
- Ownership of work
Sonstige Vorteile
- Reasonable accommodations
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens Genesys erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Gefällt dir diese Stelle?
BetaDein Career Agent findet täglich ähnliche Jobs für dich.
Über das Unternehmen
Genesys
Branche
IT
Beschreibung
Genesys empowers organizations to create the best customer and employee experiences with its AI-powered Experience Orchestration platform, driving loyalty, growth, and efficiency.
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