LiveOps Inc.

  • Social Media & Chat Manager

    Job Locations US-AZ-Scottsdale
    ID
    2018-1173
    Talent Acquisition Demand
    1
    Category
    Other
  • Overview

    The ideal candidates will come into the role able to demonstrate strong analytical skills, measures of success as it relates to social & chat programs, strong writing skills and an understanding of the connection between compassionate customer care response and the company’s success. The successful candidates will display enthusiasm for the social media universe and relative ease while using it, and able to conceptualize new ideas and initiatives to enhance the customer and employee experience.  This position is located at our Corporate Headquarters in Scottsdale, AZ

    Responsibilities

    • Responsible for Managing our social media & chat program.
    • Review the past week’s events, including performance, results and industry news.
    • Disseminate new product information to the agents.
    • Monitor staffing efficiency
    • Evaluate change in demand and recommend additional support
    • Perform at least one monitoring evaluation with each agent every two weeks
    • Keep track of attendance, performance by agent and program level
    • Present to the Program Manager at the conclusion of each week a breakdown of the past week’s performance and KPI results (individual & program level)
    • Present to the Program Manager at end of each week a breakdown of the next week’s performance goals, plan for residual sessions and program goals
    • Develop processes and SOP documentation to meet program goals
    • Develop schedules with agents each month to ensure call center objectives are covered and achieved
    • Work with management on refining and scheduling appropriate residual sessions.
    • Develop training documents that support call center operations.

    Qualifications

    • At least 2 years experience managing Social Media and/or Chat programs
    • Bachelor's Degree
    • Outstanding Communication Skills, written and oral.
    • Ability to self-start and drive process in this newly created position
    • Collaboration skills required to work with client and cross function
    • Experience with call centers a plus.
    • Exceptional multi-tasking skills.
    • Strong problem-solving skills.
    • Time management skills and the ability to meet deadlines.
    • Flexible and Adaptable
    • Honesty and Integrity

    Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift to 50 pounds while operating office equipment and conducting daily duties.

     

    About Liveops:

     

    Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.

     

    More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

     

    Liveops offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

     

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