PURPOSE:

Reporting to the Contact Centre Manager, the role holder will ensure all social media queries are handled conclusively, end to end, and within set SLAs at the Contact Centre.

PRIMARY RESPONSIBILITIES:

• Oversee daily activities and performance of the team members. Create and manage
• work schedules, ensuring adequate staffing levels.
• Conduct training sessions for new hires and ongoing development for existing team members
• Act as point of Escalation for the team when required.
• Manage all social media queries and complaints, and step in to support the team
• whenever required.
• Continuously monitor individual and team performance metrics and take corrective
• action when necessary to maintain productivity and service quality.
• Provide regular visibility of social media reports and nature of concerns raised.
• Implement best practices for customer interactions to enhance service quality.
• Support team to set goals aligned with organizational objectives and develop
• strategies to achieve them. Conduct Performance Evaluation for direct reports.
• Ensure high NPS/CSAT/CES ratings (and other metrics) on queries and complaints handled
• Manage social media tools by ensuring availability, uptime and adequate vendor
• management to ensure smooth operations.
• Other duties as assigned or guided by Head of Customer Experience or Contact Centre Manager.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education    Bachelor’s Degree    Bachelor’s Degree in a relevant field,
• Professional Qualifications    Computer literate in MS Office and other office applications

Experience Required:

 Description    Required years of experience

• Relevant experience    2years

Skills and Competencies:

• Relevant work experience in a busy contact centre and exposure to social media management
• Customer Centric Mindset and Solutions- oriented
• Excellent communication, reporting & presentation skills
• Strong leadership skills.
• Good Organizational, decision making and time-management skills
• CIC Insurance Values