Consultant - CS Ops - Operations Support

What you'll be doing:

As the consultant of Value Chat and Social Media, you will be responsible for supporting Chat and Social Media for all the value brands. This includes closing the feedback loop with customers and understanding patterns of issues and customer dissatisfaction.

You will be responsible for providing direction to key stakeholders including partner resources in alignment with chat and social media needs and priorities. Your role will consist of ensuring processes and procedures are efficient and effective and can measure customer and business outcomes.

You will be responsible for inspecting processes to ensure key performance measures are being met with the highest level of customer service, integrity, accuracy and efficiency.

This role will be responsible for ensuring a strong, cross functional feedback loop exists with key stakeholders, to provide them with important feedback and insights to drive performance and the business forward.

This role will be responsible for adding value into the business through root causes, trending, and customer experience analysis and feedback.

This role partners with various customer-facing and support function groups and business partners such as training, strategy, agent tools, WFM, communications, GTS, etc. improving business operations, the agent and customer experience and our brands. Strong communication and executive presentation skills are required.

Responsibilities:

• Supporting and fostering the vision and strategy for our Customer Channels Operations work organization in alignment with the blueprint for growth VVO & VCG strategy.
• Building strong relationships across all the key stakeholders to provide valuable customer insights and drive solutions to implementation.
• Defining the framework for effective processes and procedures that will enable efficient and effective resolution to chat and social media interactions and a feedback loop that leads to changes that enhance the customer experience.
• Upskilling partner resources driven towards resolving difficult and complex customer situations.
• Working closely with partner location leadership to ensure standards of excellence are maintained. Address gaps and partner on solutions to improve the experience.
• Right size work queues to ensure efficiency and productivity.
• Monitoring performance measures and provide trends and insights to leadership and key stakeholders to drive business improvements and meet targets.
• Driving innovation with systems/tools that will assist in the team becoming more efficient and effective.
• Collaborating frequently with partners such as community managers, strategy, GTS, training, communications, and other partners to innovate, design and implement enhancements.
• Leveraging partner leadership to gain feedback and insights for process improvement.

What we're looking for:

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Two or more years of Chat or Social Media experience.
• Experience leading a team.
• Customer Service experience.
• Experience in critical leadership skills such as planning, prioritization, communication, troubleshooting and project management.
• Ability to speak English fluently.
• Ability to work in US hours.

Even better if you have one or more of the following:

• Experience in critical leadership skills such as planning, prioritization, communication, and project management.
• Experience handling call center and customer service.
• Strong soft skills.