Manager - Social Care - Telecom

Manager - Social Care (Telecom)

Position: Manager - Social Care

Function: CSD Social & Community Care

Job Mandate (To be used for Selection Interviews)

The purpose of this role is to define SOPs for social media response and identify actions to reduce customer complaints on social media platforms. Coordinate with CS training team for training content creation and delivery for community moderators

Key Responsibilities :

- Benchmark with other social and community forums to identify best practices and implement

- Create influencer management framework and constantly improve this basis learnings

- Define SOPs for social media response and identify actions to reduce customer complaints on social media platforms

- Check accuracy of scanning by random manual checking posts about at various social media sites

- Monitor Social Agents in terms of adherence to SOPs and guidelines and identify and implement corrective actions

- Coordinate with CS training team for training content creation and delivery for community moderators

- Monitor MIS and Dashboards and ensure that all KPI targets are met and corrective actions taken in time

- Create test case scenarios for social care and community care

- Comprehensive User Acceptance Testing and decide on a go- no go and successful deployment

- Create a plan for community usage and improve this basis learning- s

Key Result Area :

- Social QRC TAT

- CSAT

- Community usage

Educational Qualifications :

- Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) Graduate/Post Graduate/ MBA

- Years of Experience (minimum & maximum) 8-12 years

- What are the organizations that the candidate should have worked for- (Indicate which criteria are mandatory)

- Telecom, BPO, Customer Service

Knowledge & Skills (Indicate which criteria are mandatory) :

Professional Qualification : Preferably - MBA., Professional experience of around 5 yrs, atleast 2-3 yrs in customer service and social / community care, should have min 2 yrs of NHQ exposure,