Senior Manager Non Voice (ORM Social Media)
- Sputnik Hires Hiring
- 7 to 12 Yrs
- Mumbai
- 4 years ago
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Job Description
Position : Senior Manager - Non Voice (ORM Social Media)
Location : Navi Mumbai
Salary Offered : 13 to 15 Lakhs PA
Minimum 8 -10 years experience Call Centre Operations with Social Media handling experience
Provides governance and structure to ensure all oral and written communication, including social media platforms, email and webchat consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
Cross-function collaboration Customer experience / Customer service
Analyses operational data and takes relevant action
Ensures knowledge of social media platforms including Facebook and Twitter is up to date
Leads, inspires and motivates a multi-functional team to deliver world class non-voice customer service
Helps embed the Non-Voice Customer Service strategy
Seeks to continually improve NVOC processes to enhance NVOC performance and utilisation
Provides ongoing support, development, empowerment and positive reinforcement to Team Leaders and Advisors.
Measures and manages the team to meet performance targets
Develops performance promises for all Team Leaders and conducts midyear and annual reviews
Ensures that all Human Resources policies and procedures are observed
Provides relevant internal and external reports as per the business unit requirements
Compiles adhoc reports as and when required
Analyses business data identifying and highlighting trends to the management team
Employement Category:
Employement Type: Full timeIndustry: Telecom / ISPRole Category: Operations Management / Process AnalysisFunctional Area: Not ApplicableRole/Responsibilies: Senior Manager Non Voice (ORM Social Media)Contact Details:
Company: Sputnik Hires HiringLocation(s): Mumbai
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