Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.
Technical Manager, Product Support
Location
Brazil
Posted
3 days ago
Salary
0
Seniority
Lead
Job Description
Technical Manager, Product Support
Genesys
• Provide oversight and leadership to the team • Learn and understand the needs of team members and ensure that they are set up for success • Evaluate current practices and propose improvements that will make the team more efficient • Experimentation: Implement improvement ideas on a small scale to validate their effectiveness • Daily oversight of staff to ensure the efficiency of work allocation, focus and status • Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products • Provide escalation support and be prepared to work directly with customers in finding a solution to their issues • Provide team administration and performance reviews • Support the hiring and on-boarding process for new team members • Manage team performance to targeted key performance indicators • Introduce and maintain continuous performance process and standards • Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives • Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud • Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support
Job Requirements
- BS/MS/BA or equivalent
- Excellent verbal/written communication, presentation, and interpersonal skills
- Demonstrated ability to interact with internal and external customers
- Fluency in both English and Portuguese is required
- Spanish language skills are considered an asset
- 8+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment
- Strategic thinking and leadership; capacity to anticipate; ability to develop people
- Strong leadership and team management ability.
Benefits
- Benefits include paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
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