Job Description
Position Overview
The Associate Manager, GBS - Contact Center Social Media leads the day-to-day operation of Social Media consumer engagement within the Contact Center, ensuring effective coverage, strong service performance, and a consistent brand-aligned consumer experience across social and digital channels.
Reporting to the Sr. Manager - Insight & Analytics Contact Center, this role translates operational priorities into clear team direction, drives execution against service, quality, and productivity goals, and ensures the Social Media team responds to evolving consumer and business needs with speed, accuracy, and sound judgment.
The Associate Manager fosters a culture of ownership, collaboration, and consumer focus while leading workflow management, issue escalation, social listening insights, and continuous improvement efforts that strengthen operational performance and brand trust.
Primary Responsibilities
Service Delivery: Meet or exceed team KPIs for responsiveness, quality, accuracy, and service levels across Social Media operations.
Operational Efficiency: Support productivity and adherence to schedules; reduce errors through proactive action.
Consumer Experience: Improve quality and consistency of consumer interactions while protecting brand trust across social and digital channels.
Social Listening & Insight Translation: Identify meaningful sentiment and issue trends and translate them into actionable operational or cross-functional improvements.
People Leadership: Develop team capability, reinforce accountability, and sustain high engagement and performance standards.
Continuous Improvement: Deliver measurable process, workflow, or coverage enhancements that improve efficiency or consumer outcomes.
Compliance & Governance: Maintain adherence to SOPs, privacy, and audit requirements with accurate and current documentation.
Collaboration & Communication: Share clear, actionable updates and insights with leadership and cross-functional stakeholders.
Qualifications
Relevant certifications in customer service, contact centre management, or process improvement are desirable.
Language proficiency: English C1 or higher; French B2 or higher desirable.
Strong people leadership, coaching, and team development capability.
Clear communication and stakeholder management skills.