SocialPilot - Associate Manager - Customer Service

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.