Senior Social Media Manager (BPO) - Alabang Site

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess at least a Bachelor's/College Degree , any field.

• Minimum 5-10 years BPO experience as a Senior Manager/Manager

• Must have knowledge and experience managing a social media campaign in a BPO set-up

• Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions

• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

• Advanced analytical, evaluative, and objective critical thinking skills.

• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation

• Ability to build and maintain strong client relationships

• Ability to demonstrate been able to translate business strategy into day to day delivery

• Strong commercial understanding and previous accountability for profit targets

• Ability to manage and influence key stakeholders

• Flexible in rotational/shifting schedule

• Applicants must be willing to work in Alabang, Muntinlupa City

PRINCIPLE ACCOUNTABILITIES:

• Lead and coach the Operations Manager / Assistant Manager – Operations on process knowledge and Team Management

• Develop & maintain the performance dashboards for key process performance indicators

• Driving the quality culture through employee engagement activities

• Ensure team meets and exceed Stipulated Timelines and Service level Agreements

• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently.

• Train, coach and motivate team members and Supervisors

• Responsible for Staff Retention, recruitment and performance appraisal.

• Interact with client coordinators for process related issues and give regular business insights to customers for process improvement.

• Develop and implement the action plan to identify the root cause of problem and ensure problems are ironed out on a timely basis.

• Excellent Client/Customer Management skills.

• Responsible for Consistent client interaction for operational and performance management.

• Consistently improves the client/customer satisfaction index.

• Serve as process ambassador and represent Process during client facility visits