*To be the owner of the omnichannel service provided to the customer and its quality through the solution lifecycle in CPM Contact Centres in Barcelona (Spain) and Warrington (UK).
*Manage a team made by service delivery manager, developers and ACD controllers.
*Detect and implement capability needs and process adjustments within the customer omnichannel service.
*Identify and ensure that the customer expectations are met or aligned with the team capabilities.
*Provide technical support to customer, project managers, operations and service delivery entities to ensure achievement of Operations & Implementation deliverables in line with outstanding customer experience and SLA.
*Act as service operational owner during the life cycle and TTM projects
*Be the single point of contact for formal escalations, complaints and compliments, changes in customer strategy, changes in expectations and demands and quality issues.
*Measure, monitor and optimize the service performance. Reports will be produced and reviewed along with the customer regularly, including incident management, change management, and Continual Service Improvement.
*Know, understand and work under the industry best practices (ITIL).
*Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction.
*Make sure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycle.
*Interfacing with the customer at different organisation levels (from the management to the technical staff).
*Early detection of capacity and availability risks in conjunction with the technical team
Skills & Requirements
*Experience in delivering Omnichannel service through Genesys products.
*Excellent knowledge of voice technology
*Very good knowledge of IP services based on Cisco technologies, plus PBX/voice routing principles.
*Strong experience as SDM or Project Manager with telephony software environments.
*Implementation and parameterization of the product following the client's needs.
*Working in complex environments and within tight time constraints.
*Ability to present to all level of clients internally and externally.
*Ability to coordinate others and negotiate to achieve the desired results.
*Management of effective and timely problem resolution.
*Drive and energy to achieve desired results.
*Problem-solving, process-oriented and customer-minded.
*Experience leading and coaching teams.