Social Media Team Manager

Greenlight Planet Zambia • Full-time • Lusaka • 3w ago

What you would be expected to do:

Be accountable for the supervision and control of work allocated, ensuring that the social media customer service executives achieve and exceed expectations.
Be proactively building and maintaining proper feedback for our social media pages and emails. This will be done in conjunction with the Social Media Manager.
Be proactively liaising with the Social Media Manager to ensure the team is delivering as expected in steer conversion and reply rate on social media.
Ensure thorough efficient team management and administration so that all jobs are carried out within acknowledged time schedules and to the level expected.
Trailblaze in ensuring the team is well-trained on how to reply to social media and email. This will be done in partnership with the Social Media Manager
Allocating detailed reports of the team’s performance and any objections experienced. This should indicate areas of improvement, what worked, observations and recommendations for each member of the team.
Map out all projects and campaigns to boost and improve our social media reply rate and conversion rate.
Assign, supervise and review the activities of the social media executives and their professional growth.
Have vital customer service and brand management experience with regard to reporting and auditing.
Applies knowledge of the full range of resources available throughout the company.
Consistently identify and pursue opportunities for enhancing involvement and contributions to improving customer service on social media and email.
Ensure adherence to policies for attendance, established procedures etc.
Regularly keep performance metrics results in check and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs.

You might be a strong candidate if you:

Have been with the company for at least 2 years.
Have knowledge of what’s happening in other markets we are present in and how to escalate and navigate queries in regards to them.
Have a great comprehension of Call Centre functions and how the Social Media team fits into the company.
Have a grasp of how other departments operate in Zambia & other countries where Sun King is present and how to manage escalations between them.
Have a good track record of performance.
Are proficient with technology, especially computers, software applications and phone systems
Have good coherence, data interpretation and presentation skills.
Have exceptional verbal and written communication skills
Have a strong apprehension of company products, policies and services
Have the ability to coach, train and motivate employees and evaluate their performance.
Have excellent Problem solving, guidance, and customer service skills.
Have efficiency and a passion for customer service.
Have the ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Have strong coaching and people skills.
Have the ability to deal with demanding customers and escalations.
Exhibits creative thinking.
Have working knowledge on what FCR is and how to measure it on social media and email.

What we offer (in addition to compensation and statutory benefits):

A platform for professional growth in a rapidly expanding, high-impact sector.
Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.

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