Sunrise GmbH
Service Manager(m/w/x)
Full-timeOn-siteExperienced
Zürich
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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.
Requirements
- 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
Tasks
- 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.
Work Experience
- 8 years
Education
- Vocational certificationOR
- Bachelor's degreeOR
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- Genesys
Benefits
Purpose-Driven Work
- Independence to make impact
- Ownership of work
Other Benefits
- Reasonable accommodations
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Genesys and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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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.
Requirements
- 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
Tasks
- 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.
Work Experience
- 8 years
Education
- Vocational certificationOR
- Bachelor's degreeOR
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- Genesys
Benefits
Purpose-Driven Work
- Independence to make impact
- Ownership of work
Other Benefits
- Reasonable accommodations
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Genesys and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
Genesys
Industry
IT
Description
Genesys empowers organizations to create the best customer and employee experiences with its AI-powered Experience Orchestration platform, driving loyalty, growth, and efficiency.
Not a perfect match?
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