• Responsible for managing a high performing multi-national team of Customer Care Advisors and Social Media Content Moderators to expertly resolve customer complaints and improve our online reputation
• Be the Contact Center Lead to work across the organization in collaboration with other Contact Center Leaders, Product, Lefal, Country Leadership, and Reputation Teams on social reputation matters to improve the customer experience and reduce complaints
• Responsible for analyzing social reputation and complaint data with regular operational reporting for the CEO, President and/or other senior executives on relevant volumes, trends, escalations, issues and improvement initiatives

• Manage Customer Care Advisors supporting escalated complaints from frontline agents across their assigned markets
• Manage Social Media Community Content Moderators to actively monitor and appropriately respond to online posts (websites, forums) or direct complaints (webforms, direct emails) about Tenerity products
• Oversee Escalation Processes – develop and implement policies and procedures for managing customer escalations across teams to ensure timely and quality responses in accordance with company policies and regulatory standards
• Develop strong cross-functional relationships as part of our end-to-end committee spanning Contact Center Leadership, Product, Legal, Country Leadership, and Reputation Teams to manage and collaboratively achieve common objectives
• Assess and report in real-time business risks associated with critical customer complaints and collaborate with Contact Center Leadership, Product, Legal, Country Leadership and Reputation Teams to manage and resolve
• Take ownership of high-risk complaints, coordinating with other relevant teams and managing to resolution
• Continuous Improvement – Identify potential issues and trends in product design or customer service processes and propose corrective actions including operational adjustments and/or project initiatives
• Ensure accurate and timely operational reporting of key metrics such as volumes, trends, escalations, issues and improvement initiatives
• Develop a high performing team culture with an emphasis on quality

• Strong and diplomatic verbal and written communication skills across all levels of the organization
• Ability to confidently interface with Senior Management concerning business objectives and high priority directives to effectively drive outcomes
• Experience working in a global organization with demonstrated ability to manage multiple internationally located direct reports/teams and successfully manage multiple priorities
• Ability to identify opportunities, propose well-thought-out solutions and direct teams to implementation
• Possess excellent independent analytical skills to identify and communicate resourceful ways to address and implement solutions
• Ability to develop and/or recruit talent as necessary
• Ability to understand specific job responsibilities in relation to goals and objectives of the department and company
• Consistent demonstration of ownership and accountability in fulfilling commitments and driving results
• Strong organizational skills with attention to details
• Positive attitude and quick learner with the ability to understand and adapt to new requirements
• More than 8 years’ experience working with customer service including resolving complaints/escalations
• Minimum 5 years of managing multiple employees
• BS/BA Degree in Business Administration or equivalent combination of education and experience

Preferred Qualifications:

• Proven success in managing multi-channel environment preferred
• Familiarity with Contact Center Operations and Technologies an advantage