Customer Service Operations Manager

1 week ago

Madison, Wisconsin, United States Great Wolf Lodge Full time
Job Summary:

The Customer Service and Social Operations Analyst is a key role at Great Wolf Lodge, responsible for managing the customer service function across various channels, including phone, offline, chat, and social media via BPOs. This individual will oversee the team, develop engagement strategies, and ensure prompt resolution of inquiries.

Key Responsibilities:Data Collection, Analysis, and Reporting:
  • Align revenue strategy with Revenue Management process.
  • Gather and analyze sales data from various sources to identify trends, patterns, and opportunities.
  • Monitor sales metrics and key performance indicators (KPIs) to evaluate sales performance.
Customer Issue Resolution:
  • Ensure prompt and effective resolution of customer issues and complaints.
  • Escalate complex issues to appropriate departments or senior management as necessary.
Performance Monitoring:
  • Track and analyze social/chat customer service metrics to assess team performance and identify areas for improvement.
  • Lead teams to perform on key KPIs such as Revenue, AHT, Quality, etc.
Sales Process Improvement:
  • Identify areas for improvement in the sales process and recommend solutions.
Social Media Engagement:
  • Monitor BPOs on response times to customer inquiries and comments on social media or chat platforms in a timely and professional manner.
  • Collaborate with marketing and communications teams to create and maintain a consistent brand voice across social media.
  • Develop and update social media guidelines and best practices for customer service interactions.
Process Improvement:
  • Identify opportunities to enhance social customer service processes and implement solutions to improve efficiency and effectiveness.
  • Stay updated on industry trends and best practices in social media customer service.
Crisis Management:
  • Develop and implement strategies for managing social media crises and negative publicity.
  • Coordinate with the public relations team to address and mitigate potential issues.
Requirements:
  • Bachelor's degree in Communications, Marketing, Business Administration, or a related field.
  • 3+ years of experience in customer service leader role, with at least 1 year in a social media-focused role.
  • Strong understanding of social media and chat platforms and best practices for customer engagement.
  • Excellent communication, writing, and interpersonal skills.
  • Proven ability to lead and manage BPO teams.
  • Strong analytical and problem-solving skills.
  • Ability to be based out of our Chicago Corporate Office, located in River North, Chicago. The office is currently on a hybrid schedule (M/F optional work remotely, T/W/TH in-office).
Preferred Qualifications:
  • Experience in a BPO or contact center environment.
  • Certification in social media management or customer service.
  • Experience with crisis management and handling negative publicity on social media.

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