Lead initiatives to enhance the onboarding experience for a global community of over 200,000 workers, focusing on excellent support and innovative strategies.
MAIN PURPOSE OF JOB
The mission of the Talent Community Onboarding Manager is to make Welocalize the most preferred customer for our community and provide consistently excellent support and engagement to Welocalize’s suppliers worldwide. Today our team has over 15,000+ interactions with our suppliers base every day! We also manage their profiles on specific platforms.
MAIN DUTIES
The following is a non-exhaustive list of responsibilities and areas of ownership of the Talent Community Manager:
Offer excellent customer support to our global supplier base, mostly through the use of our ticketing and knowledge management systems (Zendesk, Junction, Workday, Hyperwallet)
Represent the company and the Welocalize brand for the support onboarding team.
Innovate strategies for the owned functional project
Use data-driven insights and market knowledge to ensure alignment with business objectives.
Innovate training to maximize support, quality and onboarding efficiency.
Create resourceful reports with variables ( Excel, Power BI)
Drive continuous improvement, AI initiatives and strengthen process automation
Escalation point for issues with team members or function
Community Functional Areas
Execute Welocalize’s vision for providing our global community of 200,000+ workers with a consistently excellent and ever-improving experience
Fully govern the end-to-end worker journey and all related business processes
Offer excellent customer service to our global supplier base, mostly through the use of our ticketing and knowledge management system
Ability to work cross-functionality to resolve issues that affect our external partners
Onboarding Functional Areas
Enable new members to easily join Welocalize and support their onboarding journey
Easily determine when to manually intervene and offer “white glove” treatment
Make sure the Help Center and all relevant self-help content is kept up-to-date and relevant
Optimize existing working tools, processes and platforms with a “customer success” mindset
Measure and report on the quality, quantity, speed, and overall effectiveness of the support team and their daily activities
REQUIREMENTS
Education
Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
Experience
More than 5 years’ relevant experience in the functional area
3 years' experience in language services industry markets
Experience in a fast-paced, client-centric environment, ability to adapt to business needs
Ability to stay organized and informed in such an environment
Good communication skills, attention to detail, and self-driven with the meet tight deadlines are essential
An objective, problem-solving mindset, mental flexibility and a “can do” attitude, having solution-oriented approach to every challenge
Taking the initiative to proactively assess and mitigate risks
Enjoys working in a team and derives energy from being within a team, contributing to the team's success
Advanced Knowledge in Project Management/Recruitment/Account management
Ability to learn new process and tools and to prioritize ongoing projects based on business needs and urgencies that can arise
Fluency in written and verbal English
Strong computer literacy, MS Office, e-mail, internet, tech savvy
Positive and energetic, thrives in all kinds of social situations, regardless of culture
Welocalize delivers content solutions for translation, localization, adaptation, and machine automation to enable global brands and companies to reach, grow, and engage with international audiences.
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