Job Summary:
The Operations Manager for Social Media Contact Center Operations will oversee the day-to-day operations of our social media customer service team. This role is responsible for ensuring that all customer interactions on social media platforms are handled professionally and efficiently, aligning with the company's standards and goals. The ideal candidate will possess strong leadership skills, a deep understanding of social media dynamics, and a passion for delivering outstanding customer service.
Key Responsibilities:
Team Leadership and Management:
- Lead, mentor, and manage a team of social media customer service representatives.
- Conduct regular performance evaluations, provide feedback, and implement development plans.
- Foster a positive and collaborative team environment.
Operational Oversight:
- Oversee daily operations of the social media contact center, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor and manage workload distribution to ensure efficient handling of customer inquiries and issues.
- Implement and optimize processes to improve operational efficiency and customer satisfaction.
Quality Assurance:
- Develop and enforce quality assurance and NPS standards for social media interactions.
- Regularly review and analyze customer interactions to identify areas for improvement.
- Implement training programs to enhance the skills and knowledge of the team.
Strategic Planning:
- Collaborate with senior management to develop and execute strategies for improving social media customer experience.
- Stay informed about industry trends and best practices, incorporating them into the operations.
- Contribute to the development of policies and procedures related to social media customer service delivery.
Reporting and Analysis:
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency.
- Utilize data and analytics to drive decision-making and continuous improvement initiatives.
- Identify trends and issues, proposing and implementing corrective actions.
Customer Focus:
- Ensure that all customer interactions are handled in a courteous, professional, and timely manner.
- Address escalated customer issues and complaints, ensuring satisfactory resolutions.
- Maintain a strong customer-centric approach in all operations.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience (3+ years) in managing operations in a customer service or contact center environment, with a focus on social media.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in using social media platforms and customer service tools.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Ability to work in a fast-paced and dynamic environment.
- Strong problem-solving skills and a customer-centric attitude.
- Great working attitude, able to embrace feedback, and willing to work with different teams
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
Application Question(s):
- How many years of years of Operations Manager Experience do you have?
Experience:
- Contact Center Management: 3 years (Required)
- Telecommunication: 3 years (Required)
- Leadership: 3 years (Required)
- Social media management: 3 years (Required)
Ability to Relocate:
- Austin, TX: Relocate before starting work (Required)
Work Location: In person