These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Marketing Consulting Professional

0 people like this description

High Level Responsibilities:
• Program Management: Live chat project development & implementation
• Staffing Management: Consultant Vendor management with focus on strategic training, project knowledge and goal attainment.
• Metrics/Analytics Management: Daily/Weekly reviews to ensure hitting performance goals
• Chat Center Overview: Training, Hiring, Setup, Security, Staffing Optimization
• Systems & Invoicing Assurance: Audit, Security & Systems Assurance. Invoice validation.
• Compliance: Analyze and review interactions to ensure compliance to Corporate and CPNI guidelines

Day to Day Operations:
• Lead/Guide major chat projects based on ROI and tie-backs to KPIs. Project Management includes front door web requirements, forecasting, kpi goals, metrics before/after impacts, coordination of meeting and resources; as well as establishing project timelines and adherence to aligned launch dates established. Manage projects to Executive roadmap while actively communicating project milestones upward.
• Collaborate with other internal organizations, channels, agencies, and 3rd party partners to identify and execute integrated and cross-channel initiatives
• Acts as chat ambassador and end-user advocate to ensure balanced decisions are made
• Ensure chat centers are properly staffed and performing at or above established goals. Must be able to work across multiple resource partnerships and/or chat centers. Participation in chat focus groups and mystery shopping to level set agent knowledge and platform capabilities.
• Daily/Weekly/Monthly updates on metrics, projects, presentations presented up to leadership as well as on team share drives. Proactive and Active communication a MUST.
• Chat partner invoice analysis and validation. Ensure all invoicing is accurate and aligns with current contract; reject/fix if they are not BEFORE they get to senior leadership.
• Setup of new and existing chat center systems, including proper auditing and security in place

Background/Skills:
• Education: College degree
• Computer Proficiency: Excel, Powerpoint, Word; Proficient to Advanced
• Program Management Experience: 5+ Years
• Metrics/Analytics Experience : 3+ Years
• Chat Experience: 3+ Years in Customer Service/Sales Chat Program
• Experience with vendor management and SaaS solutions

These job descriptions are examples. Looking for work?

Find JobsFind Jobs