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Team Manager - Social Media Engagement

Job Reference:
Recruiter Name:
Parkside Recruitment
Job Type:
Call Centre/Customer Service
£32,000 to £38,500 per annum
England, Hertfordshire
Contract Type:
Date Posted:

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Fantastic opportunity!! Our market leading client are currently recruiting for a Social Media Engagement Team Manager to join their fun and friendly team. The successful candidate will lead and develop Social Media Engagers, delivering exceptional customer service and high levels of brand engagement on social media to customers through effective team development, coaching and performance management.

Key Responsibilities:

  • Identify and implement team and individual Key Performance Indicators (KPIs) which are consistently aligned to departmental targets, product offerings and corporate goals.
  • Ensure all agreed Commission and departmental KPIs requirements are achieved, resulting in an optimum level of service being delivered at all times.
  • Contribute to the planning of departmental resources to ensure that appropriate customer service skills are secured, maximised and maintained.
  • Monitor the team's real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity.
  • Identify and quantify process improvement opportunities in line with departmental and business goals.
  • Manage and improve the performance of operational processes and high risk working practices.
  • Adapt, or draft, communication materials to create suitable social media responses for use by Social Media Engagement Agents.

Key Skills Required:

  • Proven people management experience within a social media customer service environment.
  • Regular user of Facebook, Twitter, Instagram, YouTube or other social media platforms.
  • Experience of social media management tools such as Sprinklr.
  • Experience in analysis and interpreting data to manage operational and team performance.
  • Be comfortable working under pressure in a fast paced environment with the flexibility to meet the business demands.

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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