Team Leader (Social Media)
* Duties and Responsibilities:
* People Management:
* Scheduling and Resource Planning, including approving and managing holiday requests.
* Managing all onboarding paperwork for access permissions and provisioning etc.
* Build loyalty within the team and directly impact performance and productivity improvements.
* Lead and motivate staff members and manage the development and performance of each member of the team.
* Set clear goals for staff members and manage and assess Team members against goals.
* Provide constructive feedback in a timely manner.
* Deal with non-performance in accordance with policies.
* Responsible for the motivation and leadership of all team members.
* Manage Team members and act as point of contact and escalation for any staff members' issues.
* Manage team T&A and payroll through available tools.
* Schedule and review staff Rota while considering planned and unplanned absence.
* Game planning and Delivery:
* Allocating workload to the content analysts.
* Taking accountability for team and market performance and creating action plans to address non-delivery.
* Monitoring queues for variable workload.
* Performing all Services in a professional manner to the client satisfaction.
* Providing written reports to Manager and when requested by the client, documenting the achievement of the Services.
* Being proactive and seeking out and recommending process improvements to the client to drive increased productivity, customer satisfaction, and overall program efficiency as it relates to the project.
* Tracking Performance and Delivery:
* Owners and maintaining the individual and team productivity trackers.
* Training teams/new team members on how to use individual trackers.
* Completing weekly and monthly productivity reports.
* Delivering Team Huddles.
* Coordinating with evening Team leaders to ensure required coverage for markets.
* Providing insights and analysis on team performance.
* Following up on any tasks/bugs that affect productivity/queues.
* Client:
* Responsible for building client relationships.
* Attending and participating in all necessary Client meetings and conference calls.
* Preparing updates, reporting relevant to delivery for the client.
* Communication and organization:
* Organizing orientation training.
* Working with the team trainer to confirm the onboarding training plan, including IT orientation.
* Taking accountability for working with one or more support functions and driving improvements.
* Communicating the seat location of the new staff members with facilities.
* Working with the support functions to drive Quality, Training/Process, HR, Recruitment, and reporting activities.
* Working with other team leads to meet overall team goals.
* Acting as a mentor for staff enrolled in leadership development paths.
* Management:
* Adhering to policy and procedures.
* Completing tasks and actions within defined deadlines.
* Escalating to direct manager and client manager, as appropriate.
* Reporting progress to managers on an ongoing basis.
* Building effective relationships with the Management Team.
* Constantly keeping direct management and client management informed of account/s performance.
* Essential Competencies:
* Leadership:
* Proven track record of leading by example.
* Ability to motivate and inspire confidence in others.
* Ability to transfer knowledge effectively.
* Skilled in conflict management.
* Performance Management:
* Ability to work towards and achieve targets.
* Understanding of contact centre metrics and targets.
* Understanding of the drivers of staff performance.
* Ability to produce standard and ad hoc reports.
* Ability to analyse outputs reports, surveys etc. and determine action points.
* Customer Service and Communication:
* Experience in communication with clients.
* Ability to communicate effectively with different groups.
* Ability to follow specific processes and procedures.
* Demonstrates high level of customer satisfaction.
* Experience in a Process Managed Environment.
* Problem Solving Techniques:
* Ability to apply analytical and investigative skills to resolve customer issues.
* Ability to handle challenging support situations.
* Technical Requirements:
* Technical skill with Windows.
* Microsoft Office Suite.
* Advanced knowledge of Microsoft Excel.
* Requirements:
* 1+ years in a Team Leader/Supervisory/Manager role in a multinational, call centre.
* Strong communication skills (both written and verbal).
* Detail-oriented and passion for problem-solving.
* Ability to work on own initiative or as part of a team.
* Benefits and perks:
* Health Insurance.
* 25 days Annual Leave.
* Free meals/snacks onsite.
* Extensive Training & Development.
* Access to Covalen's Wellness Programs.
* Tax Saver Travel Card.
* Bike to work scheme.
* What would you bring?
* As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives.
* Equal opportunity employers:
* At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members.