Social Media Leadership Specialist

1 week ago


Cape Town, Western Cape, South Africa CallForce Full time

CallForce, a leading BPO service provider, is seeking an exceptional results-driven Social Media Team Leader to spearhead our customer service social media team. This rewarding opportunity offers the chance to shape the digital landscape and drive growth.

The ideal candidate will have strong leadership skills, a deep understanding of social media platforms, and the ability to adapt quickly to changing trends. Creativity, analytical thinking, and task prioritization are essential for success in this dynamic role.

  • Team Management: Lead, mentor, and supervise a team of social media customer service consultants, setting goals, providing guidance, conducting performance evaluations, and facilitating professional development.
  • Audience Engagement: Monitor and engage with the audience on various social media platforms, responding to comments, messages, and surveys. Train team members to provide exceptional customer service.
  • Analytics and Reporting: Track social media campaign performance and content analytics. Use data to inform strategic decisions and share performance reports with the team and senior management.
  • Compliance and Guidelines: Ensure the team adheres to industry regulations and internal guidelines related to social media use, including legal compliance, data protection, and brand consistency.
  • Crisis Management: Develop protocols for handling customer complaints, negative comments, or online reputation issues, staying prepared to mitigate social media crises.
  • Stay Current: Stay up-to-date with the latest social media trends and changes, adapting strategies to leverage new features and platforms as they emerge.

This position requires:

  • Matric
  • 2+ years' experience as a Customer Service Team Leader in social media/retail campaigns
  • Good career track record
  • Knowledge of telecoms/technology/digital industry desirable
  • Excellent written and verbal communication
  • Proficiency in Excel and PowerPoint

The estimated salary for this position is $**60,000 - $80,000 per annum**, depending on experience and qualifications. Join CallForce's dynamic team and become a key player in shaping the future of customer service.



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