Workforce Optimization
3 meses atrás
Five9 is a leading provider of cloud software for the enterprise contact centre market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centres, helping organisations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact centre software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
**Responsibilities**:
- Manage the strategic and day-to-day operational and tactical aspects of multiple customers facing WFO and associated projects.
- Effectively communicate plans, progress, and status/updates to both internal staff and customer stakeholders.
- Articulate the value of Five9's Professional Services through presentations, demonstrations, and open discussion with customers and prospects.
- Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers' needs.
- Mitigate project risk by proactively recognizing and communicating challenges, managing changes, and providing contingency plans that enable customer success.
- Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
**Qualifications**:
- Experience implementing WFO and or Contact Center solutions with products such as Verint, NICE, Pipkins, and VO.
- Solid technical knowledge and or hands-on experience with SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices.
- Four years of experience, with a minimum of 2 years in a Project Management position in WFO and or Technical Services organization.
- Excellent written and verbal skills.
- BA/BS or equivalent experience.
- Strong combination of project management and technical call center skills along with excellent customer communication skills.
- Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative.
- Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously.
**Benefits**:
- Five9 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays
LI-RS1 #LI-Hybrid
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
- Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
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