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İstanbul(Asya)

İş Yerinde

İş Yerinde

Çalışma Şekli

Tam Zamanlı

Tecrübe

Tecrübeli / Tecrübesiz

Departman

Müşteri Hizmetleri / Çağrı M...

Müşteri Hizmetleri / Çağ...

Başvuru Sayısı

67 başvuru

Çalışma Şekli

Tam Zamanlı

Tecrübe

Tecrübeli / Tecrübesiz

Başvuru Sayısı

67 başvuru

Departman

Müşteri Hizmetleri / Çağrı Mer...

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GENEL NİTELİKLER VE İŞ TANIMI

Teleperformance which is the worldwide leader in outsourced omnichannel customer experience management, connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.

We are a team of 380,000 passionate people working in 450 sites providing outstanding customer experience from 83 countries in 265+ different languages and dialects.

 

Teleperformance Turkey is looking for a "Digital Manager " at Istanbul Nidakule Campus.

 

Details of the position are provided below for your information.

 

Key (digital) Accountabilities:

 

•     Acts as a Point of Concact for questions related to Digital channels ( Social Media, Live Chat, Email etc.)

•     Data analysis in digital channels and identification of actions

•     Higher-level Digital Consultancy (How can we use Digital Tools  / Media to make customer service even more digital?)

•     Support in the optimization of ChatBot:

-          Identification of new intents

-          Optimization of precision and recall rate

•     Optimization of the interaction between Bot and Agent

•     Social Media Community Managment

-          Analysis of comments

-          Implementation and further development of social media quidelines

-          Provides ideas and solutions to improve the community managment

•    Daily and Weekly review of Digital KPIs. Identifies and implements actions to reach Service Level with optimized productivity

•      Reviews performance of the teams across both sites, identifies outliers and takes actions to coach agents

•      Works with the RTM team to maximize the right availability of agents and optimize Service Level

•      Ensures optimal knowledge by collaborating with the Quality and Training functions

•      Evaluates and consults regarding SM content (e.g. public SM posting)

 

Key Professional skills?

•     Experience in Digital Channels (Social Media, Al, BOT, Contact Center Digital Channels).

•     Csc experience not a must, can be "learned" (Preferable)

•      Strong analytical skills, strong technical understanding

•      IT skills (MS Office/ preferred: Salesforce, Sprinklr, Twillio)

•      Preferable experience in community management and understanding of digital workspace ?

•      Preferable experience in leading and coordinating cross-site teams

•      German C2 skills (written skills are crucial as the digital lead should covered some tasks of community & content management)

•      Fluency in English (minimum mandatory B2) 

 

Personal

•      Ability to present complex content in a straightforward and understandable manner ?

•      Organized and reliable way of working ?

•      Self-motivated and data driven?

•      A team player with analytical and communication skills

•      Open-minded and ability to adapt to change in direction and priority in a fast-paced and deadline-oriented environment. 

•      Hands-on mentality & enthusiastic for a consumer-centric approach

Aday Kriterleri

Ön Lisans(Mezun), Üniversite(Mezun), Yüksek Lisans(Mezun), Doktora(Mezun)

Dijital Medya Müdürü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.

Dijital Medya Müdürü Dijital Medya Müdürü Maaşları Dijital Medya Müdürü Nasıl Olunur? Dijital Medya Müdürü Nedir? Dijital Medya Müdürü İş İlanları

Çağrı Merkezi Ürün ve Hizmetleri / Çağrı Merkezi Hizmetleri

Hakkımızda

Dünyanın lider dış kaynak iş hizmetleri servis sağlayıcısı Teleperformance, 46 yıllık küresel deneyimi, 100 ülkede 500.000 çalışanıyla 300+ dil ve leh

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Detaylı Bilgi

Dijital Medya Müdürü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.

Dijital Medya Müdürü Dijital Medya Müdürü Maaşları Dijital Medya Müdürü Nasıl Olunur? Dijital Medya Müdürü Nedir? Dijital Medya Müdürü İş İlanları