Customer Experience Manager – Social Media

Operations Management:

• Optimize resource allocation, including staffing levels, technology, and facilities, to meet operational needs.
• Oversee and analyze key performance indicators (KPIs) to ensure customer experience meets service level targets and quality standards.
• Streamline operational processes to enhance efficiency and improve the overall customer experience.
• Develop and oversee training programs to enhance the skills and knowledge of customer experience- social media staff.
• Implement and manage quality assurance programs to ensure consistent and high-quality customer interactions.
• Provide guidance and support for the resolution of escalated issues and complex customer interactions
• Develop and implement crisis communication plans (scripts and resource allocation) for social media team/Digital care team. Handle negative comments or situations effectively and efficiently.
• Collaborate with other departments to ensure alignment of customer experience – voice operations with broader organizational strategies.
• (Social Media Campaign management) Collaborate with the Marketing and Digital teams to execute social media campaigns, Trivia and promotion
• Participate in the development and management of budgets, ensuring effective financial control within the Customer Experience Center
• Utilize historical data and industry trends to forecast future call volumes and plan for resource requirements.
• Ensure compliance with relevant regulations and standards in customer experience –
• voice operations.
• Develop effective communication strategies for both internal and external stakeholders to ensure a cohesive and informed work environment. Optimize operational practices to enhance efficiency and profitability.

People and Performance Management:

Provide strong leadership to the customer experience -voice team, setting clear expectations and fostering a positive work culture.

Conduct regular performance evaluations for team members, providing constructive feedback and setting performance goals.

Implement recognition programs to acknowledge and reward outstanding individual and team performance.

Promote team building activities and initiatives to strengthen collaboration and cohesion within the team.

Address and resolve interpersonal conflicts within the team, promoting a harmonious work environment.

Participate in workforce planning activities to ensure adequate staffing levels, skills, and competencies for optimal performance.

Issue Escalation and Resolution:

Serve as the final escalation point for complex or high-priority customer issues, providing guidance to the team.

Offer support to walk in customers with complex queries that have them walk to the HQ and other requests i.e. Bank transfers, promo winners, bet disputes and other account related inquiries

Develop and implement effective strategies for issue resolution, ensuring timely and satisfactory outcomes for customers.

Analyze patterns in escalated issues to identify root causes and contribute to process improvements.

Provide ongoing training and support to customer experience – voice staff in handling escalated issues, improving overall team competency.

Oversee the handling of customer feedback related to issue resolution, using insights for continuous improvement.

Collaborate with other departments, such as product development or technical support, to address complex issues and enhance overall resolution processes.

Reporting and Analytics:

• Generate regular reports on individual and team performance, providing insights into achievements and areas for improvement.
• Conduct root cause analysis for recurring issues, contributing to process improvements and resolution strategies.
• Generate reports on operational efficiency, identifying opportunities for streamlining
• processes and improving overall performance.
• Effectively communicate reporting results to management and relevant stakeholders, providing actionable insights for decision-making and strategy development.

Coaching:

• Provide constructive and regular feedback to team members on their performance, emphasizing strengths and areas for improvement.
• Identify individual training needs and facilitate coaching sessions to enhance the skills and knowledge of team members.
• Collaborate with team members to set clear and achievable performance goals aligned with organizational objectives.
• Regularly monitor and assess the performance of Customer Experience Center staff, tracking progress against established goals.
• Encourage a culture of continuous improvement, supporting staff in implementing feedback and refining their skills.

Technology innovations:

• Continuously evaluate emerging technologies relevant to customer experience – voice operations, identifying opportunities for improvement.
• Oversee the integration of new technologies with existing systems, ensuring seamless functionality.
• Provide training programs for Customer Experience Center staff to ensure proficiency in using new technologies, maximizing their potential.

Budget:

• Collaborate in the development of the customer experience – voice budget, considering resource needs, technology requirements, and operational expenses.
• Monitor and track expenditures within the customer experience – voice, ensuring adherence to the approved budget.
• Identify opportunities for cost optimization without compromising service quality, contributing to overall financial efficiency.
• Participate in resource allocation planning, aligning staffing levels, technology investments, and operational expenses with budgetary constraint