Social Media & Customer Relations Supervisor (Contact Center)

Social Media & Customer Relations Supervisor (Contact Center)

Pay Competitive Employment type : Full-Time Job Description

Req# : 65063 What´s the Role?

As the Social Media & Customer Relations Supervisor (Contact Center), you will be responsible for planning, implementing, managing, and monitoring the company’s Social Media strategy to increase brand awareness. You will assign and lead the day-to-day functions of the social media team, working with the customer service manager to develop a creative and effective social media strategy focused on analytics and company direction. How can you add value?

Responsible for all Contact Center social media activity (Twitter, Facebook, Emails) and leading corporate social media accounts. Utilize social media to respond to customer complaints and praise. Ensure brand consistency in copy through tone, voice, and terminology. Monitor, measure, and continually update standard methodologies by platform for the team. Organize and distribute the work of team members. Train and develop team members by setting clear goals and providing timely feedback to customers via social media channels. Lead the development and maintenance of all social channels ensuring content is interesting, promotes company messaging, and is tailored for our customers and their experience with Liberty. Research and monitor ambitious social media campaigns and share analysis and recommendations with staff. Implement tests and standard methodologies to continue each platform's success. Demonstrate and ensure compliance with the Customer First Philosophy and all Liberty Latin America’s policies and procedures, including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned. What do you need?

Education and / or Experience :

Bachelor’s degree in administration, management, or any related field. 3 years in a management position and experience in social media management. Supervisory experience preferred. Other Qualifications :

Fully bilingual (Spanish / English). Attention to logic and detail; math and analytical skills. Good understanding of social media KPIs. Ability to handle confidential material with culturally sensitive discretion and integrity. Excellent interpersonal, verbal, and written communication skills. Computer-literate (knowledge of Microsoft Office applications such as Excel, Word, PowerPoint, etc.). Strong strategic, analytical, and organizational skills. Demonstrated experience and deep understanding of social media channels, specifically Facebook, Twitter, Google+, Instagram, and other social media best practices. Experience with online monitoring and measuring platforms. Ability to serve as a liaison for technical correspondence requirements. Ability to organize, plan, and perform assigned duties with minimal supervision. Knowledge of filing and record systems, standard office practices and procedures, and business organization. About the company

Liberty Latin America is a leading telecommunications company operating in over 20 countries across Latin America and the Caribbean.

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