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Wizz Air Career Opportunities: Digital & Social Channel Engagement Manager

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JOB TITLE: Digital & Social Channel Engagement Manager 
BASE: BUD – Office  

Purpose of the position:

Digital & Social Channel Engagement (Social Media Moderation/Chatbot/Live chat) Manager is responsible for managing Social Media Moderation and Live Chat teams, providing them essential support and knowledge and cooperate with various Wizz Air departments in tasks that relate to Customer Relations. Ensures consistent, reliable and high level social media moderation and live chat activity in accordance with corporate and departmental service level requirements to meet and exceed customer expectation in the area managed by respective team. Is responsible for the continuous development and stabilization of the Chatbot and Live Chat services.

Responsibilities:

  • Overall responsible for the day-to-day management of social media moderation and live chat agents teams
  • Defines departmental quality KPI and standards of written (moderation and live chat) customer communication, sets-up, tracks and reports KPIs for customer communication & care area.
  • Responsible for setting up, managing and overseeing processes & systems connected to social media moderation and live chat, including harmonization of communication across the different channels
  • Provides input and recommends improvements for the further development of Chatbot and Live Chat services
  • Manages the Chatbot learning process according to the KPIs and defined priorities
  • Oversees and manages digital platforms in area of responsibility (Social Media Moderation, Chatbot/Live Chat platform)
  • Monitors the performance and reports on the indicators on a weekly/monthly basis
  • Recommends regular reporting connected to own area of responsibility including social media moderation, chats and data processing
  • Serves as point of contact for Wizz Air Communication & Social Media teams
  • Manages ad-hoc inquiries and requests from management related to the area of responsibility
  • Liaises with contact centres supervisors and account managers
  • Develops/keeps up-to-date Social Media, Chatbot/Live Chat manuals, in liaison with stakeholders
  • Oversees the performance and & development of social media and chat agents
  • Cooperates cross-functionally within the organization
  • Identifies new functional opportunities that will strengthen customer engagement and increase customer satisfaction
  • Manages and oversees incident reporting from Customer Service agents, supervisors and managers with the area of responsibility
  • Sets-up systems and processes to better understand customer behaviour with the purpose of delivering excellent customer service
  • works with the Data team to look for trends and analyse patterns
  • Keeps up to date with platform updates and trends to make corresponding recommendations
  • Investigates arising issues by systematically identifying the root cause and defining scalable solutions to resolve them
  • Understands the complexity of IT developments by gaining knowledge about how our platforms work
  • Works with business, Digital & IT teams to plan the upcoming Customer Service developments based on business value
  • Liaises with Customer Service agents, managers, business stakeholders and the IT Innovation and Digital departments
  • Participates in strategic projects to improve departmental performance
  • Participates in cross-functional projects
  • Deputizes peer functions within department when required
  • Keeps up-to date with relevant WIZZ policies and procedures as well as on-going campaigns
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Requirements:

  • university or college degree
  • at least 1 year experience in operations, customer experience & communication
  • above average written and verbal communication skills
  • fluent English knowledge
  • good analytical and organizational skills
  • team worker personality
  • ability to work under time pressure
  • ability to create and manage manuals, procedures and processes
  • ability to apply creativity in problem-solving
  • advanced computer literacy
  • willingness to travel occasionally

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