Digital Channels Junior Manager

Purpose of the role

The Digital Channels Junior Manager manages and oversees Social Media Moderation and Live Chat teams. The role focuses on providing essential support, fostering cross-functional collaboration, and ensuring consistent, high-quality customer engagement through digital channels. Additionally, the role drives the development and stabilization of chatbot and live chat services to meet and exceed customer expectations. 

Responsibilities

• Lead the daily operations of social media moderation and live chat teams. 
• Define and monitor quality KPIs and standards for written customer communication, ensuring adherence to service level requirements. 
• Manage processes and systems related to social media moderation and live chat, harmonizing communication across different channels. 
• Provide input for and drive the improvement of Chatbot and Live Chat services. 
• Oversee and manage digital platforms for social media moderation, chatbot, and live chat services. 
• Monitor performance indicators and prepare weekly/monthly reports. 
• Develop and maintain up-to-date manuals for Social Media and Chatbot/Live Chat platforms, collaborating with relevant stakeholders. 
• Serve as the primary contact for Wizz Air Communication & Social Media teams. 
• Liaise with contact center supervisors and account managers for operational alignment. 
• Ensure effective incident reporting processes and address management inquiries promptly. 
• Identify functional opportunities to enhance customer engagement and satisfaction. 
• Collaborate with the Data team to analyze trends and improve customer behavior insights. 
• Drive customer service IT developments in partnership with the Digital & IT teams. 
• Participate in strategic and cross-functional projects to improve departmental performance. 
• Stay updated on relevant platform trends and Wizz policies, providing recommendations for improvements.

Experience

1-3+ years of experience in operations, customer experience, or communication. 

Hard skills

• Proficiency in managing social media moderation and live chat tools. 
• Strong analytical skills with an ability to identify patterns and recommend scalable solutions. 
• Advanced computer literacy. 

Education

Bachelor’s or Master’s degree   

Language

Fluent English (both written and spoken) 

Skills and competencies

• Excellent written and verbal communication skills. 
• Strong organizational and problem-solving abilities. 
• Team-oriented personality with the ability to work under time pressure. 
• Creative problem-solving skills.