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Manager - Call Center & Social Media Management
atSiam Makro Pcl.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.
Skills required
- Social media
- Industry trends
- SEO
Experience required
- 5 years
Career level
- Senior Level
Skills optional
- Research
- Google Analytics
- Microsoft Office
Salary
- Negotiable
Job function
- Sales
- Customer Service
- Public Relations (PR)
Job type
- Full-time
Company overview
Makro is a cash and carry wholesaler that sells high volumes of food and non-food products to professional customers. Our mission is to distribute products with excellence in price, quality and variety to professional customers, offering them competitive advantages and opportunities for growth. W ... Read more
Why join us: ร่วมงานกับเราได้เเล้ววันนี้ Opportunity for professional growth and career advancement: Siam Makro offers a range of training and development programs for its employees, providing opportunities for professional growth and career advancement. Exposure to a diverse and dynamic work environment: ... Read more
Benefits
- Performance bonus
- Transport Allowance
- Overtime pay
- Flexible working hours
- Social Security
- Health Insurance
- Accident Insurance