Responsibilities of this role includes but is not limited to:
Being able to manage cross functional teams to deliver excellent levels of service whilst achieving KPIs within a brand and service driven environment.
Influencing & directing the performance of the Social Media Team who provides oversight, escalation and real time responses to customers who interact on Twitter & Facebook and other Social Media platforms as required.
Developing brand awareness, generating inbound traffic to various owned digital properties and encouraging product adoption in conjunction with the Digital Marketing team
Managing brand reputation during crises situations in conjunction with the PR and Digital Marketing teams.
Provide input and support to the calendar for Social Media campaigns, online promotions and other community engagement activities to increase brand awareness & positive community sentiment.
Manage responses and service on social networking sites including Facebook, Twitter, and other similar community platforms.
Manage and monitor key performance metrics to achieve monthly performance goals including but not limited to:
Social Media community sentiment
Social devotion – social service levels,
Quality, and productivity
Gather and analyse data to identify individual and team performance metrics and achievement against these
Responding to first line communications via social channels in core languages and resolving issues raised on social channels via second and third line support
Management of highly skilled, multi lingual, dedicated team with a passion for Social Media
Working with Digital Marketing, PR and outsourced agency partners to ensure that responses to customers align with the brand ethos, tone and communication style
Demonstrate the behaviours and leadership to manage a successful partnership with internal stakeholders, as well as outsourced agency partners
Take a lead role in the implementation of fit for purpose Social Media management platforms and be proactive in contributing to the development of the platform
Delivering high levels of customer satisfaction
Monitor effective benchmarks for measuring the impact of Social Media response and service effectiveness and act upon the results
Own and manage the customer experience through the different Social Media touch platforms
To report on performance
Report on social service KPI’s and include updates on operational issues.
Circulate insights gained from Social Media reports to the Management teams to help them enhance their products & services
To manage the Team and be the single point of contact for first line leadership
Maintenance & implementation of policies, procedures and regulations.
Interpret and analyse management information and statistical reports and propose action plans.
Ensure alignment of operations to budget requirements.
Through performance guidance, encourage team to generate creative and innovative solutions and to come up with new ideas and or Social Media approaches.
Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance of team member
Ensure accurate workforce planning is done in conjunction with the Workforce Management teams.
Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others.
Manage and implement operational projects.
Prepares Social Media performance reports by collecting, analysing, and summarising data and trends and present these at a functional and management level.
Maintains professional and technical knowledge by tracking emerging trends, attending educational workshops; reviewing professional publications; establishing personal networks within and outside Customer Care and Cops; benchmarking and staying abreast of leading trends within the Contact Centre Social Media space;
Provide guidance and support to Supervisors by providing key people items including but limited to performance & incapacity management, staffing and capacity requirements, etc
The ideal candidate for this role will have:Matric / Grade 12 is essential
3 year relevant degree / diploma desirable
Minimum 5 years’ relevant essential experience in:
Contact or Call Centre operations
Social Media Service Management experience in a corporate business with expertise in multiple Social Media platform
Minimum 3 years’ experience in a management or leadership role
Certification in Social Media platforms, service or reputation management
Core competencies, knowledge and experience:
Strong analytical skills;
Ability to persuade and influence;
Ability to multi task and prioritise responsibilities to meet deadlines in a fast paced, complex environment;
Strong relationship building skills is key across various levels of staff and multiple functions;
Problem solving and decision making skills are critical success factors;
Working knowledge of Social Media service and reporting technology platforms;
Creative thinker & self-motivated