Senior Service Desk Lead
Location: Newbury, (Hybrid – 1–2 days onsite per week, WFH otherwise)
We’re looking for an experienced and strategic Senior Service Desk Lead to oversee our EMEA customer support operations. This is a critical leadership role focused on driving performance, coaching large teams, and delivering exceptional service through advanced technologies and implement best-in-class technologies like Genesys, Salesforce, and Microsoft 365.
Key Responsibilities:
* Leverage standard global call center metrics to identify gaps and implement strategic improvements.
* Coach and develop teams to deliver outstanding, multichannel customer support.
* Oversee the full PC lifecycle for users, ensuring health and management compliance.
* Collaborate with the Salesforce team to deliver process-aligned training programs.
* Drive performance through effective Genesys configuration and workforce management.
* Design customer engagement and process management solutions using O365 tools.
* Partner cross-functionally to align operations with client expectations and industry best practices.
Essential Skills:
* 5+ years of experience in senior-level call center management.
* Deep expertise in managing voice, email, and chat routing to support agents.
* Extensive hands-on experience with the Genesys system is essential for this role.
* Strong problem-solving skills and the ability to handle high-pressure situations.
* Excellent communication and stakeholder management skills.
* Knowledge of global customer service trends and standards.