Social Media Team Lead

3 days ago

Cape Town, Western Cape, South Africa CallForce Full time
Job Title: Social Media Team Leader

CallForce is a leading BPO service provider of innovative customized contact centre solutions. We are seeking a results-driven Social Media Team Leader to join our dynamic team.

Job Summary:

The Social Media Team Leader will be responsible for managing a team of customer service social media specialists who recover poor service experiences for customers. The ideal candidate will have strong leadership skills, a deep understanding of social media platforms, and the ability to adapt to the rapidly changing digital landscape.

Key Responsibilities:

  • Team Management: Supervise, lead, and mentor a team of social media customer service consultants, 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, and encourage team members to provide excellent customer service.
  • Analytics and Reporting: Track the performance of social media campaigns and content, using data to adjust strategies and make data-driven decisions, and 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, including legal compliance, data protection, and brand consistency.
  • Crisis Management: Be prepared to handle and mitigate social media crises or negative situations that may arise, developing 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, adapting strategies and tactics to leverage new features and platforms as they emerge.

Requirements:

  • Matric
  • 2+ years' experience as a Customer Service Team Leader on 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

Become a vital part of a dynamic, passionate, and results-oriented team at CallForce.

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