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| Job Location | Navi Mumbai |
| Education | Not Mentioned |
| Salary | Rs 10 - 14 Lakh/Yr |
| Industry | Telecom / ISP |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
Position : Senior Manager - Non Voice (ORM Social Media)Location : Navi MumbaiSalary Offered : 13 to 15 Lakhs PAMinimum 8 -10 years experienceCall Centre Operations with Social Media handling experienceProvides 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 standardsCross-function collaborationCustomer experience / Customer serviceAnalyses operational data and takes relevant actionEnsures knowledge of social media platforms including Facebook and Twitter is up to dateLeads, inspires and motivates a multi-functional team to deliver world class non-voice customer serviceHelps embed the Non-Voice Customer Service strategySeeks to continually improve NVOC processes to enhance NVOC performance and utilisationProvides ongoing support, development, empowerment and positive reinforcement to Team Leaders and Advisors.Measures and manages the team to meet performance targetsDevelops performance promises for all Team Leaders and conducts midyear and annual reviewsEnsures that all Human Resources policies and procedures are observedProvides relevant internal and external reports as per the business unit requirementsCompiles adhoc reports as and when requiredAnalyses business data identifying and highlighting trends to the management team
Keyskills :
non voice processsocial mediaormonline reputation managementreputation systemscustomer service operationsnon-voicecall centre operationsorm social mediaorm managersocial media platformssocial media handling