Head of Customer Technical Services/ Senior Technical Service Delivery Manager/ Technical Client Account Manager This role provides technical and organisational leadership of a team of 10-12 Engineers, Service and Change Managers, and other support staff for one of our strategic Contact Centre customers. You will be responsible for ensuring that customer service levels are maintained and that the service is adapted to changing customer requirements and continual improvements are sought and implemented. Although operational knowledge is essential, this is a technically focused role. Management of a team of experts in Inbound, Outbound, IVR, Recording and other key Contact Centre technologies dedicated to a specific strategic customer. Also included in the team are change and test experts , service managers, project managers, IT infrastructure experts and In-Life Stions Consultants. ITIL experience is essential. · Minimum 3 years experience managing technical teams in the Contact Centre space· Minimum 3 years experience in delivering Managed Services· Minimum 5 years of experience in deploying Genesys Solutions: Framework, Routing, CCPulse and CCAnalyzer, Workforce Management, Outbound and Scripting, GAD.Based in London or Manchester areas, availability to travel within the UK on a regular basis is part of this role.![]()
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