1+ months

Senior Manager Customer Care

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003E\u003Cbr /\u003E POSITION PURPOSE\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003ECharged with managing and executing the social media strategy for Customer Care. Responsible for social listening and engagement strategies for social medial channels pertaining to Customer Care. Track, monitor and report results and feedback to key stakeholders within THD. Develop high-level strategy as well as the day-to-day tactics for social care operations. Leverage an understanding of and experience providing great social customer service to optimize operations areas such as routing, issue classification, and service queues. Drives continuous improvement of processes and results. Partners with leadership to identify and resolve business issues related to the social channel. Establish measurement systems and standards. Work across functional groups to coordinate efforts and ensure success. Advise and make recommendations on traditional, digital \u0026 social media integration into business priorities, goals and objectives. Works closely with the core social media team and stakeholders within the corporate communications team to align consumer engagement strategies. This role will need to understand the use of Social Media channels, how they can be best leveraged and potential uses to drive customer engagement and brand loyalty.\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003E20% Spend time on the floor coaching Associates and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions and abandoned calls are managed to the metrics.\u003C/li\u003E\u003Cli\u003E15% Collaborate with peers and senior leadership to develop monthly, weekly and daily plans to accomplish functional area goals, department goals and objectives.\u003C/li\u003E\u003Cli\u003E15% Promote strategic planning to improve productivity, efficiency gains, employee s morale and customer experience.\u003C/li\u003E\u003Cli\u003E15% Measure quantity and quality of performance; identify and use data to develop solutions that increase operational efficiencies.\u003C/li\u003E\u003Cli\u003E10% Identify and communicate with peers and senior leadership current and future functional and organizational needs.\u003C/li\u003E\u003Cli\u003E10% Communicates effectively at all levels and ensures actions and deliverables are completed in an excellent fashion.\u003C/li\u003E\u003Cli\u003E15% Provides guidance and training specific to area of expertise. Demonstrates proficiency of specific processes both orally and in writing presentations. Subject matter expert regarding operations and processes within Customer Care.\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EPosition reports to Director of Customer Care\u003C/li\u003E\u003Cli\u003EAccountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues - including selection, termination, performance appraisal and professional development of subordinates.\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EMust be eighteen years of age or older.\u003C/li\u003E\u003Cli\u003EMust be legally permitted to work in the United States.\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E6 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003E5 Years of Experience in Call Centers\u003C/li\u003E\u003Cli\u003E4 Years Social Media experience in a customer care environment\u003C/li\u003E\u003Cli\u003EExperience supervising Teams\u003C/li\u003E\u003Cli\u003ESocial Studio\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies\u003Cbr /\u003E \u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EIn-depth knowledge and understanding of social media platforms and their respective participants and how customers engage in different scenarios\u003C/li\u003E\u003Cli\u003EExcellent Customer Service Skills\u003C/li\u003E\u003Cli\u003ENegotiating Skills\u003C/li\u003E\u003Cli\u003EConflict Management Skills\u003C/li\u003E\u003Cli\u003EExperience working with a collaborative cross functional team attention to detail; good follow up skills supervisory and management Skills\u003C/li\u003E\u003Cli\u003EAbility to communicate with executive level\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E
Posted: 2020-03-17 Expires: 2020-06-13
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Senior Manager Customer Care

Home Depot
Atlanta, GA 30303

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