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Social Media Program Analyst

Location: Milpitas, CA, United States 
Req ID: JR-0000042099

Description

Western Digital
 

We deliver the possibilities of data.  YOU define what’s possible.


Reporting to the Director of Global Customer Support, the Global Customer Care Social Media Program Analyst is responsible for maintaining a very high level of quality and customer satisfaction among our team and at our contact centers and service centers around the world.  The position will be responsible for defining and implementing strategies for international Customer Support on social media for all countries and languages that Western Digital supports worldwide.  They will be responsible for providing training on  Social Media contact quality monitoring for our contact centers and 3rd party vendors around the world to provide world-class customer care. Manage constant continuous education and Social Media improvement processes to a team of support experts in our Global Customer Care Organization (GCC). 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develop a comprehensive strategy for Social Media contact responses for our customers worldwide in 16 languages. To maintain and provide training for all Social Media activities for all levels of GCC agents. Including but not limited to new hire training, NPI training, Customer Service and technical support training
  • Work closely with 3rd party vendors to ensure all KPIs are met regarding Quality and Customer satisfaction.
  • Facilitating new Social Media programs and product introduction and ensuring that the contact center teams are fully trained prior to product release.
  • Provide quality audits of ALL Social Media Contacts and training for our Service centers globally
  • Monitor key metrics for all Social Media Contacts and case statistics for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals.
  • Lead regularly scheduled conference calls to discuss Social Media status of all current call centers.  Additionally, attend Quarterly Business Reviews (QBR) as required.
  • Ensuring that Support personnel are following best process and practices to efficiently resolve customer issues and communications to the customers.
  • International Travel required
 
QUALIFICATIONS:
  • Bachelor’s Degree and minimum of 5-6 years’ experience in directly managing Social media Customer Service functions.
  • Prior experience managing training and\ or quality organizations within a support environment in a fast-paced, growing, multi-lingual call centers required. Consumer Electronics Industry experience preferred.
  • Superb written and verbal communication skills and customer interaction skills
  • Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues.
  • Outstanding customer service and overall verbal and written communications skills. Strong Interpersonal, teamwork, process development skills
  • Travel (5%) required.
  • Working knowledge of CRM and Online Support Tools.
 
ABOUT WESTERN DIGITAL
 

Western Digital Corporation is the world’s largest data storage company with a leading portfolio of HGST, SanDisk, G-Technology and WD brands covering flash and disk-based solutions.  Deployed by the largest and most prominent organizations worldwide, Western Digital solutions are everywhere, touching lives and enabling great value from the data they possess. 

 

Western Digital is an equal opportunity employer. We are committed to providing equal employment opportunity for all applicants and employees. Western Digital does not unlawfully discriminate and complies with the laws and regulations set forth in the following EEO Is The Law poster: Equal Employment Opportunity Is The Law.

 

Western Digital participates in the E-Verify program in the US. For more information click hereEste empleador participa in E-Verify.


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