Genesys Service Manager

hace 7 días

Pozuelo de Alarcón, Madrid, España Verisure A tiempo completo

Verisure Securitas Direct, the leading company in security for home and business in Europe, is seeking a talented, innovative and passionate Service Manager to join our growing and successful Voice Technology team.

Main responsibilities linked to the position are:

Ensure excellent service management under his/her responsibility, including all activities involved in service E2E management: analyze root cause of operational incidents, follow up customer incident and requirements, ensuring excellent maintenance, elaborating documentation, etc. Manage Contact Center Service communications channels both with internal people and external providers through different countries within the company. RFI and RFP drafting for external providers' collaboration. Specific technical tasks to improve the platform and maintain KPIs. Possibility to Support 24x7 business hours advising and resolving internal user doubts and problems. Manage request by ticketing tool related to Genesys. Collecting internal customer information for complex request/critical incidents and scale to next support level into the Genesys COE. Identify and define improvement in the telephony platforms to set up technical backlog as part as the platform preventive maintenance. Make service level agreement compliance reports. Internal follow up meeting with the rest of the member of COE.

Required Qualifications:

Telecommunications or System Engineering Degree. High level of English. At least 5 years of provable experience in Service Management. Knowledge in IP PBX. Experience in Genesys CTI environments (Pure Engage Cloud expertise preferred and/or On Premise desired) like:Genesys Framework Genesys Voice PlatformGenesys RoutingGenesys Multimedia (eServices)Genesys Agent Applications ( Genesys Interaction Workspace)Genesys SIP ServerGenesys Reporting (Pulse, CC Analyzer, & Infomart)Genesys Quality Management (GQM) Valuable technical knowledge and experience in:Contact Center systems architecture and designCRM-CTI integration experienceWork force OptimizationQuality MonitoringSpeech\Text AnalyticsNuance RecognizerWeb ServicesMS SQL Server Valuable ITIL training. Valuable Project Management training

Competencies:

Fussy person, organized, methodical and responsible. Team player with strong analytical skills. Proactivity and autonomy. Good communications skills. Results and Customer oriented to ensure service level agreement. Used to work under pressure in a multi-country team environment, with continues changes and heavy workload. Availability to be on duty, occasional travel abroad and specific technical interventions after hours. Ability to deal with providers.

Strong fit with our DNA:

Passionate in Everything We Do: our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly. Committed to Making a Difference: when we say we will do something, we deliver with excellence. We are accountable, focused and operate with discipline. Always Innovating: we believe that Innovation can be big or small; it's a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously. Winning as a Team: our people know that by leveraging one another's strengths, investing in and developing our team's capability and by collaborating well, we will win. With Trust & Responsibility: operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.

Our people take care of people, we connect caring, knowledgeable and decisive experts with innovative technology to protect what matters most.

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