Lead and Social Community Team Supervisor

**Listing reference**: track_001067

**Listing status**: Online

**Position summary**:
**Industry**:Automotive Sector**Job category**:Supervising**Location**:Rosslyn**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**:
**Job description**:

- Supervise and manage a team of lead and social media agents in the contact centre, oversee their activities and ensure they are performing at their best to help our customers and dealers.
- Able to assess performance of agents and implement measures, where required, to improve the service provided by the agents.
- Able to review existing lead management processes and systems to support the overall strategy and provide feedback on how improvements can be implemented.
- Implement proactive action plans during influx of leads into the contact centre.
- Pro-actively analyse and improve the inputs to leads data made by the agents to ensure they comply with business requirements and ensure data accuracy and integrity in line with POPIA and business standards.
- Constantly adapt and enhance the Leads Scripts.
- Supervise and review comments and content on all digital communication channels and handle them in an appropriate manner.
- Engage with the correct business teams to ensure accurate responses to prospects and customers.
- Able to collect and interpret data and to transform them into meaningful and easy to read reports for business.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Engage with business on queries related to lead management and social media.
- Building intelligence through meaningful recommendations and continuous improvement.
- Examine/Investigate new System enhancements prior to sending to business for approval.
- Initiate and take part in new development and assist in testing of newly developed functionality on Salesforce.
- Monitor Reports and Dashboards on Salesforce to actively manage the performance of the Leads and Social Teams.
- Ensure that reports are compiled & submitted at management’s request.
- Ensure that all daily, weekly and Monthly reports are correct and sent out within the specific timelines.
- Executing of SMS Campaign Messaging for Business.

**Minimum requirements**:
**Desired Experience & Qualification**:

- Matric
- At least 2 years Team Leader or Supervisory experience in a Leads or Sales Contact Centre
- Excellent knowledge and experience in MS Office (Outlook, Excel, Power Point, Visio, Word)

**Advantageous**:

- Any post Matric Qualification leading to, Data Management and Team Management.
- Any Qualification pertaining to system Development or enhancement.
- CRM/Sales or Business Management Higher Certificate.
- Fais Accredited.
- Disciplinary Process Training.
- Leadership Training.
- Previous Social Community Management experience
- Knowledge of products/services offered by the organization and competitors
- Knowledge and experience in Salesforce.
- Knowledge and experience on Social Media platforms and relevant programs.
- Knowledge, experience and understanding of the motor industry.
- Multilingual

**Skills & Abilities**:

- Team Leadership & Development: Decision-making, collaboration, communication, interpersonal understanding and conflict management skills.
- Analytical Thinking: Problem-solving and reasoning skills.
- Assertiveness and negotiation skills
- The ability to handle high levels of stress and to demonstrate a sense of urgency, without supervision.
- The ability to engage in accelerated learning integrity.
- The ability to function at various levels within the business/organization
- The ability to operate independently as well as a team player.
- The ability to work flexible hours and to act within short notice periods, work under pressure and to meet strict deadlines.
- To be self-driven and motivated and to demonstrate initiative.
- Excellent communication, organizational and people skills.
- Excellent command of the English language.
- Excellent presentation skills.
- Self-motivated, solution driven and passionate at driving Targets
- Customer Orientated and Solution driven.
- Understanding of multi-channel lead management approach.