Social Media Contact Center Supervisor (Remote)

Be the next:

Premier NX is the expert in providing Customer Experience Solutions, Digital Transformation, Fin Ops, Sales Enablement and Analytics & Insights. We are the next evolution for our clients and your career.

Our CX solutions many prestigious brands in in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Supervisor (Social Media), you will contribute to Premier NX’s success coaching and supporting a team of CSRs.

Why Work with Us:

We are a place for people who love to help people. We provide customer service to some of the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer’s life, at every single opportunity.

We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.

We are seeking a Supervisor (Social Media) to join our growing team. The Supervisor will oversee the day-to-day performance of a Social Media team of Customer Service Representatives (CSRs) and ensure the team provides seamless client service. The Supervisor (Social Media) prepares and administers daily schedules to ensure the appropriate client coverage. The role also involves monitoring current staff performance and interviewing, hiring and training of new staff. This position will work remotely.

Key Responsibilities:

CSR Coaching

· Provide direction and feedback to CSR team in terms of improving consumer social responses via a contact review.

· Review metrics reports and communicate individual statistics to CSRs on a regular basis

· Monitor the overall team and CSR productivity via social media monitoring platforms

· Conduct ongoing quality monitoring and participate in feedback and coaching sessions for CSRs with Account Manager to ensure consistent quality of service

· Document results of quality monitoring and coaching sessions; maintain all documentation according to established SOPs

· Provide input to Annual Performance Appraisals for CSRs

· Staying informed on social media trends, innovations, and changes.

Client Communication

· Collaborate with the client about upcoming social media campaigns and real-time engagement plans and recommend improvements;

· Communicate early to client when CSRs notice escalated posts/reviews involving products and services

· Notify Client of ratings & reviews that do not meet business rules of conduct

Work-Flow Processes

· Serve as the first point of contact for CSRs when assistance is needed in handling customer concerns and escalations

· Ensure correct procedures are followed and answer questions from CSRs regarding consumer handling

· Recommend and create template responses for quick access when using Client’s social tool to respond to consumer posts/reviews;

· Propose process improvement recommendations to Account Manager; including but not limited to contact coding, product information updates, and new response suggestions

· Draft FAQs and training documents and reports for review and approval by Account Manager; update documents as needed

· Submits IT tickets for CSRs and team

Scheduling

· Prepare the weekly CSR schedule to ensure seamless client coverage, adjusting when necessary

· Manage time off requests to review with Account Manager and document attendance per company guidelines

· Alert the team of unplanned schedule adjustments in the event the Account Manager is unavailable

New Hire On-Boarding and Training Programs

· Participate in new hire interview process with Account Manager to evaluate candidates

· Coordinate New Hire On-Boarding Program under the direction of the Account Manager

· Participate in client training initiatives and ensure the team has up to date materials (SOPs, FAQs), ensure LMS is updated

· Partner with Training Coordinator to train on use of client social community management tool for end users;

Qualifications:

• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client targets
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
• Working knowledge of social media and review tools, such as TalkWalker, Sprout, HootSuite, Buffer, BazaarVoice and Google Analytics.
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution; ability to learn quickly and flexibility to adapt to changing needs and urgent projects
• A solution-oriented and positive mindset that openly embraces change and stretch goals
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues
• Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment
• Strong computer experience working on multiple software programs; proficient in Microsoft Word, Excel, Outlook, PowerPoint. Demonstrated ability providing technical support and troubleshooting via multiple channels
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)
• Three years customer service experience with supervisory duties, preferably in a call center
• Must be authorized to work in the US without sponsorship

Together, we can offer endless possibilities! What is next for you?

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.