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Team Manager - Social Care

📁
Call Center/Customer Service
💼
Call Centers
Thanks for your interest in the Team Manager - Social Care position. Unfortunately this position has been closed but you can search our 1,018 open jobs by clicking here.
BASIC PURPOSE:

This position utilizes outstanding leadership, facilitation, and organizational skills to ensure the contact center functions as a strategic business unit with distinctly superior standards of service. As the team manager, this position is responsible for coaching and development of staff to exceed customer service expectations within Social Media. Achievement of contact center standards is expected. This position interprets policy and balances company and employee requirements to maximize team performance; develops and sustains a successful work culture, career development, continuous process improvement, and aligns performance to strategic goals.

KEY RESULT AREAS:

• Analyze interactions for critical insights, patterns, and trends to develop and communicate opportunities to the management team
• Review social media interactions for quality assurance, skill strengths, and areas of development for the associate
• Manage customer recovery on surveys where customer gave a 1 or 2 rating
• Manage and facilitate effective team meetings to help drive team performance and deliver on critical performance measures including team productivity, efficiency, service level, and quality
• Keep associates informed of plans, actions, and programs which affect their ability to meet service standards
• Timely completion of progressive discipline practices with unsatisfactory performers, including resolution
• Meet with associates to review and coach quality of work and performance
• Independently resolves escalated internal and external customer issues
• Appropriately escalate interactions to Director of Social Media and Director of Brand Public Relations
• Prepare and deliver performance feedback sessions using daily, weekly and monthly statistical data
• Complete reports including team monthly results
• Ensure timely and accurate completion of all administrative work
• Daily management of Kronos activities and attendance
• Constantly trains associate on platform updates and best practices, ensuring a digital first approach to customer care


SKILLS/EXPERIENCE REQUIRED:

• Passion for digital marketing, social media and customer satisfaction a must.
• Proficient with a Windows environment with emphasis on Excel, Word and PowerPoint
• Proficient and daily user of social media platforms including Facebook, Instagram, and Twitter but not limited to
• Able to demonstrate high level of professionalism and handle discussions with tact and diplomacy
• Aptitude to learn internal systems
• Post secondary education in business, college diploma or a combination of experience/education is preferred
• Ability to motivate employees to improve and maintain high levels of performance
• Ability to achieve competing, deadline-driven priorities with a high attention to details
• Excellent verbal and written communication skills and exemplary phone etiquette
• Understanding of team building and empowerment concepts and how to apply them to the virtual contact center environment to aid in employee retention.
• Demonstrate the ability to bring conflict into the open and facilitate a beneficial resolution
• Independently research escalated internal and external customer issues by using probing techniques and problem-solving to identify necessary steps to resolve concerns and maintain customers

MISCELLANEOUS:

• Any additional tasks and responsibilities as required

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
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