Team Manager | Social Media

Job Description:

Managers in this role get to:

Team Leadership:  Lead, motivate, and inspire a team of social media specialists to achieve performance targets and deliver exceptional service to clients. 

Performance Management:  Monitor team performance, identify areas for improvement, and implement strategies to enhance productivity, efficiency, and quality of work. 

Training and Development:  Provide ongoing training, coaching, and mentorship to team members to ensure continuous improvement and skill development in social media management techniques, customer service, and communication skills.

Client Relationship Management:  Serve as the primary point of contact for clients, build strong relationships, and proactively address any issues or concerns to maintain client satisfaction and loyalty.

Quality Assurance:  Conduct regular quality assessments of social media interactions and feedback to ensure adherence to company standards and client guidelines.

Reporting and Analytics:  Analyze performance metrics, generate reports, and provide insights to stakeholders regarding team performance, client satisfaction, and areas for improvement.

Operational Efficiency:  Identify opportunities to streamline processes, optimize workflows, and implement best practices to enhance operational efficiency and effectiveness.

Cross-functional Collaboration:  Collaborate with other teams within the organization, such as Training, Quality Assurance, and Operations, to ensure alignment of goals and seamless execution of projects.

Risk Management:  Identify potential risks and issues related to social media operations, develop mitigation strategies, and ensure compliance with relevant policies, regulations, and industry standards.

Innovation and Continuous Improvement:  Stay updated on industry trends, emerging technologies, and best practices in social media management, and proactively propose innovative solutions and initiatives to drive continuous improvement and exceed client expectations.

Qualifications:

Our most successful candidates will have:

• Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
• Previous experience (3 years) in a leadership role within a BPO or customer service environment, preferably in social media management or digital marketing.
• Strong understanding of social media platforms, trends, and best practices.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with clients, team members, and stakeholders.
• Proven leadership abilities, including the ability to motivate, coach, and develop a high-performing team.
• Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.
• Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Proficiency in Microsoft Office Suite and social media management tools.
• Certification in social media marketing or related fields is a plus