Social Media Team Leader

CallForce is an award- winning BPO service provider of innovative customized contact centre solutions from South African to the global market. We have a rewarding opportunity for a results-driven Social Media Team Leader.

The Social Media Team Leader is responsible for managing a team of customer service social media specialist who are recovering poor service experiences for customers that rate Vodapay service surveys on the App, Tobi and live chat. Our ideal candidate should have strong leadership skills, a deep understanding of social media platforms, and the ability to adapt to the rapidly changing digital landscape. Additionally, creativity, analytical thinking, and the ability to manage and prioritize multiple tasks are essential for success in this role.

Responsibilities

• Team Management: Supervise, lead, and mentor a team of social media customer service consultants. This involves setting team goals, providing guidance, conducting performance evaluations, and facilitating professional development.
• Audience Engagement: Monitor and engage with the audience on social media platforms, responding to comments, messages, and surveys. Encourage and train team members to provide excellent customer service.
• Analytics and Reporting: Track the performance of social media campaigns and content. Use data to adjust strategies and make data-driven decisions. Share performance reports with the team and senior management.
• Compliance and Guidelines: Ensure that the team adheres to industry regulations and internal guidelines related to social media use. This includes legal compliance, data protection, and brand consistency.
• Crisis Management: Be prepared to handle and mitigate social media crises or negative situations that may arise. Develop protocols for dealing with customer complaints, negative comments, or online reputation issues.
• Stay Current: Keep up with the latest trends and changes in the social media landscape. Adapt strategies and tactics to leverage new features and platforms as they emerge.

Minimum Requirements

• Matric
• 2+ years’ experience as a Customer Service Team Leader on social media/retails campaigns
• Good career track record
• Knowledge of telecoms / Technology /Digital industry desirable
• Excellent written and verbal communication
• Proficiency in Excel and PowerPoint

Become a vital part of a dynamic, passionate, and results-oriented team!