Responsibilities 

- 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.

Qualification :

• 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.