Customer& relationship as part of current SLA
Manage team of onsite Genesys Support staff
Manage escalation process to 3rd line and services team
Change Control
Escalation Management
Process Management
Manage Time sheets / overtime / Standby
Documentation / update of site documentation, site files, as built, process and procedures
Main Responsibilities / Task
To manage service delivery into a major corporate within South Africa in regards to an end to end solution deployed with the customers contact center environment
Manage team of onsite Genesys Support staff
Manage escalation process to 3rd line and services team
Knowledge, skills, abilities and personal characteristics:

Excellent communication skills both verbal and written
Business writing skills ability to articulate complicated concepts in an easy-to-consume manner
Excellent interpersonal skills must be comfortable working as part of a team
Independent yet able to work with people from different cultural backgrounds
Self motivated Structured and disciplined
Ability to act as a business mentor for other members of the team
Reliable and trustworthy
Passionate about personal growth

Job Requirements Formal Qualifications Required
Matric-Essential
ITIL experience-Essential
ITIL Certification-Desirable
Job Related Experience Required& Time Span
Contact Center Operational Management Experience(2 Years)-Essential
Corporate Business Operational Management(2 Years)-Essential
Change Management(2 Years)-Essential
Incident and Problem Management(2 Years)-Essential
Technical understanding of Contact Center& (2 Years)-Essential

Job Related Knowledge Required
Operational Management-Desirable
Service Delivery Management-Essential
People Management-Essential
Job Related Skills Required
Excellent communication skills – both verbal and written-Essential
Excellent interpersonal skills – must be comfortable working as part of a team-Essential
Independent yet able to work with people from different cultural backgrounds-Essential
Self-motivated-Essential
Structured and disciplined-Essential
Reliable and trustworthy-Essential
Passionate about personal growth-Essential
Adaptability
Delegating Responsibility
Tenacity
Building Customer Loyalty
Developing Others;
Time Management
Building a successful team
Building strategic working relationships
Initiative
Coaching
Innovation
Communication
Managing Conflict
Continuous Learning
Negotiation&
Contributing to team success Planning and Organising
Customer Focus
Quality Orientation
Decision Making
Stress Tolerance