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Manager - Call Center & Social Media Management

2 months ago

สวนหลวง กรงเทพมหานคร, Thailand Siam Makro Pcl. Full time

Call Center Management.
Social Media Management.
Developing contact center strategies.
Call Center Management.
Developing short
- and long-term forecasts of contact center volumes and demands across multiple support channels.
Managing staffing plans and scheduling practices to ensure resources are maximized to deliver optimal service level results.
Leading team of analysts overseeing real time monitoring, scheduling and analysis activities to ensure appropriate agent coverage across all channels and hours of operation.
Developing contact center strategies to improve customer experience, and reduce cost per contact through deflection and efficiency gains.
Setting and reviewing operational performance standards.
Facilitating weekly and monthly Operations meetings leadership team of upcoming initiatives, plans, challenges, or anticipated risks to service levels.
Partnering with internal technology team and technology providers, developing support processes, and working ongoing technical issues and changes.
Social Media Management
Collaborate with other teams, like marketing, sales and customer service to ensure brand consistency.
Communicate with followers, respond to queries in a timely manner and monitor customer reviews.
Maintain unified brand voice across different social media channels.
Monitor social media channels for industry trends.
Interact with users and respond to social media messages, inquiries, and comments.
Review analytics and create reports on key metrics.
Assist in the development and management of social media marketing and influencer marketing strategy.
Bachelor s degree, or equivalent work3-5 years of related work experience in a Contact Center of 100+, supporting multiple channels, in a constantly changing environment.
5+ years using Contact Center Workforce Management systems.
Proven work experience as a Social media manager.
Solid knowledge of SEO, keyword research and Google Analytics.
Experience collaborating across cross functional stakeholders.
Proficient in Microsoft Office suite, advanced Excel skills.
Expert knowledge of contact center workforce planning tools and best practices.
Microsoft Office proficiency and advanced Excel skills.
Exceptional analytical skills. Demonstrated ability to quickly understand cause and effect impacts on day-to-day service levels and make data driven decisions.
Technical savvy and expert problem-solving ability.
Expert communication skills. Confidently articulates complicated information in a concise manner and effectively facilitates discussions.
Exceptional organizational skills, attention to detail, ability to multi-task, and prioritize competing priorities.

**Job skills required**: SEO, Social media, Industry trends

**Job skills preferred**: Google Analytics, Microsoft Office, Research

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