Call Centre Team Leader- Social Media

Job Summary & Purpose

Ensure a professional and service-oriented work environment by monitoring subordinate performance and taking the necessary actions to motivate when required. Using effective communication skills is expected to liaise and supervise effectively the team. Achieve process SLAs and targets. Team leaders must be well versed in all aspects of reporting, communications technology, and terminology as well as organizational procedures.

Key Performance Areas (KPAs) & Principal Accountabilities

1. Leading a team of advisors handling Social Media platforms which also includes training, coaching, and mentoring them for excellent Customer Experience.
2. Monitoring social media channels for handling and providing end-to-end resolution of E/R/C raised by customers on different SM handles.
3. Ensuring the team is identifying customers' needs, clarifying information, researching every issue, providing solutions within SLA, and offering support to customers with quality interaction for end-to-end resolution within timelines.
4. Interaction with call centre partners and internal team for ensuring process excellence, and coordination.
5. Ensuring customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate.
6. Report generation and circulation as per the requirement.
7. Meets requirements of the job such as adherence to monthly KPI and the ability to multi task, prioritise, and manage time effectively and introduce new / latest methodology to the process.
8. Ensure SDG data prevention, decorum, and discipline are in line with the requirements of the process.
9. Perform any additional duties as required by the company, including cross functional coordination with teams such as Marketing, Warehouse, Category Management, and other relevant departments. The role may also involve handling ad hoc tasks based on business needs.

Requirements

Experience (Yrs & Field): Minimum of 3 years of Team Leader experience in a Call Center/Customer Care.

Educational Qualification: Graduate.

Professional Certifications: Customer Service Workshops/IT Diplomas.

Skills & Abilities

• Excellent verbal and written communication skills, Excellent telephone etiquettes.
• Strong people and customer focus with problem solving skills.
• Leadership qualities, strong team player with good interpersonal skills.
• Ability to clearly articulate expectations.
• Ability to deal with stressful situations.
• Skilled Computer professional with technical aptitude.