Manager - Social Media Job at Ticketmaster in Charleston

Job Summary:

JOB DESCRIPTION – Social Media Manager

Location: Charleston, WV

Division: Ticketmaster NA Contact Center

Line Manager: Senior Director – Client and Consumer Support

Contract Terms: Full Time, Permanent, 40 hours per week

THE TEAM

The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our fan support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands.

THE JOB

The Social Media Manager is responsible for developing and maintaining standard operating procedures for the Fan Support social media global responses for Ticketmaster. You will monitor performance by collecting and analyzing data from various functions in social media response tools and ensure we have the best tools for interacting with Fans on all social media platforms. You will also work closely with senior management to help Fan Support deliver our overall company goals and objectives. The Social Media Manager will look for consistency across diverse teams around the globe, break down issues into manageable components, and create solutions with measurable results. The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns, and questions from both internal and external customers. The core responsibility of this position includes managing the Fan Support social media teams across the globe.

WHAT YOU WILL BE DOING

• Build strong working relationships with clients and Ticketmaster team members in the field.
• Work closely with Customer Service Supervisors to ensure productivity goals are met.
• Be a role model for direct reports as well as the overall team. Lead by example.
• Manage Day-to-Day operations by working closely with team managers and supervisors to ensure productivity and quality goals are being met.
• Communicate customer sentiment trends, troubleshoot customer issues, handle escalated customer calls and perform daily team administrative functions.
• Use a sense of urgency and critical thinking to resolve any customer issues both internal and external.
• Collaborate with workforce to ensure proper staffing and scheduling to meet business needs.
• Review QA and coaching feedback and report back trends and business concerns.
• Encourage team engagement.
• Collaborate with cross functional teams to develop strategies and initiatives to help improve the customer and agent experience at all touch points.
• Identify areas of opportunity (e.g. training or QA gaps) to ensure the team performs both effectively and efficiently.
• Manage the employee life cycle to include hiring, training, and ongoing development to improve employee retention rate.
• Review departmental stats (e.g. Productivity, SLAs, AHTs, CSAT) with the team on a regular basis to improve performance.
• Manage multiple priorities in a fast-paced environment using effective communication to keep appropriate parties abreast of each situation.
• Coordinate and implement reward and recognition programs to drive both group and individual performance.
• Drive continuous improvement efforts across processes to result in improved performance metrics.
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 4+ years successful role as a manager or 2 years as a senior manager in a fast-paced Customer Success/Experience contact center or remote environment.
• Experience successfully leading multiple remote sites.
• Excellent written, verbal and non-verbal communications skills in English.
• Comfortable engaging and communicating with all levels including senior leaders, CEO/COO/CFO/SLT.
• Proven and demonstrated ability to build great relationships, with the ability to bring an upbeat, professional, and respectful approach to internal and external customers.
• Experience working in a metrics and data driven environment and have proven ability to drive improvements to SLAs, CSAT and NPS.
• Must demonstrate logical thinking, strong analytical and problem-solving skills to resolve customer concerns critically and creatively.
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence.
• Demonstrates adaptability, flexibility, innovation and resilience, and the ability to learn from experience and setbacks.
• In-depth knowledge of social media platforms/tools used around the world to respond to fan issues.
• Logical problem-solving skills, outstanding organizational skills, and dedication to quality and performance.

YOU (BEHAVIOURAL SKILLS)

Rock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right.

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others.

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.

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