Job Title: Team Leader (Social Media)
The ideal candidate will have prior experience in successfully handling a fast-paced, high-pressure role within a dynamic and evolving business environment.
Duties and Responsibilities:
* People Management:
o Serve as the primary contact for all HR and employee-related matters within the team.
o Oversee scheduling and resource planning, including the approval and management of leave requests.
o Handle all onboarding documentation for access permissions, provisioning, and related tasks.
* Game Planning and Delivery:
o Assign workloads to content analysts.
o Take responsibility for team and market performance, implementing action plans to address gaps.
o Monitor workflow queues and adapt to workload variations.
* Tracking Performance and Delivery:
o Maintain and oversee individual and team productivity trackers.
o Train teams and new employees on the use of productivity tracking tools.
* Client Management:
o Build and maintain strong client relationships.
o Participate in and contribute to client meetings and conference calls.
* Communication and Organization:
o Organize and oversee orientation training for new employees.
o Collaborate with the team trainer to develop onboarding training plans, including IT orientation.
Essential Competencies:
* Leadership:
o Demonstrated ability to lead by example.
o Strong motivational and confidence-inspiring skills.
* Performance Management:
o Ability to work towards and achieve targets.
o Understanding of contact centre metrics and key performance indicators.
* Customer Service and Communication:
o Experience in client communication.
o Proven record of achieving high levels of customer satisfaction.
* Problem-Solving:
o Strong analytical and investigative skills to resolve customer concerns.
Requirements:
* Minimum of 1 year of experience in a Team Leader, Supervisory, or Managerial role within a multinational or call center environment.
* Strong written and verbal communication skills.
What You Bring:
Your expertise will contribute to our ongoing success in providing outsourced solutions to Fortune 500 companies.