Team Leader (social media)

Team Leader (Social Media)

Location - Dublin

Contract Type - Permanent, Full-time, On-site

Working Hours - Morning or Evening Shifts

The ideal candidate will have prior experience in successfully handling a fast-paced, high-pressure role within a dynamic and evolving business environment. They should be client-focused, enthusiastic, courteous, assertive, and driven to take ownership of both customer interactions and issue resolution.

This individual should be highly team-oriented, possessing exceptional mentoring and coaching skills along with excellent verbal and written communication abilities. They should be self-motivated, dedicated to continuous personal growth, and committed to fostering the development of others. A flexible and analytical mindset, coupled with strong problem-solving skills, is essential.

Duties and Responsibilities

People Management:

• Serve as the primary contact for all HR and employee-related matters within the team.
• Oversee scheduling and resource planning, including the approval and management of leave requests.
• Handle all onboarding documentation for access permissions, provisioning, and related tasks.
• Foster team loyalty and directly contribute to performance and productivity improvements.
• Lead, motivate, and oversee the professional growth and performance of team members.
• Establish clear objectives for employees and assess their progress accordingly.
• Deliver timely and constructive feedback.
• Address underperformance in line with company policies.
• Ensure team motivation and effective leadership.
• Act as a point of contact and escalation for any employee concerns.
• Manage time and attendance records, as well as payroll, using available tools.
• Maintain and adjust staff schedules while accounting for planned and unplanned absences.

Game Planning and Delivery (if required by the business):

• Assign workloads to content analysts.
• Take responsibility for team and market performance, implementing action plans to address gaps.
• Monitor workflow queues and adapt to workload variations.
• Identify and manage resource fluctuations due to staffing changes (e.g., leave) or volume shifts.
• Ensure adherence to SLAs regarding timeliness, accuracy, and quality.
• Execute all services professionally to meet client expectations.
• Provide written reports to management and, upon request, to clients regarding service performance.
• Proactively identify and suggest process improvements to enhance productivity, customer satisfaction, and overall project efficiency.

Tracking Performance and Delivery:

• Maintain and oversee individual and team productivity trackers.
• Train teams and new employees on the use of productivity tracking tools.
• Generate and submit weekly and monthly productivity reports.
• Conduct team huddles.
• Coordinate with evening team leaders to ensure adequate market coverage.
• Provide insights and analysis on team performance.
• Address and follow up on any system issues or bugs impacting productivity or workflow queues.

Client Management:

• Build and maintain strong client relationships.
• Participate in and contribute to client meetings and conference calls.
• Prepare and deliver relevant updates and reports on project performance to the client.

Communication and Organization:

• Organize and oversee orientation training for new employees.
• Collaborate with the team trainer to develop onboarding training plans, including IT orientation.
• Take ownership of working with support functions to drive improvements.
• Ensure new employees are assigned workstations and communicate seating arrangements with facilities.
• Work alongside support functions to enhance quality, training processes, HR, recruitment, and reporting activities.
• Collaborate with other team leaders to achieve overall team objectives.
• Mentor employees enrolled in leadership development programs.

Management:

• Ensure compliance with company policies and procedures.
• Complete tasks and assigned responsibilities within defined deadlines.
• Escalate matters to direct managers and client managers as necessary.
• Provide regular progress reports to management.
• Establish and maintain strong relationships with the management team.
• Keep direct management and client representatives informed about account performance.

Essential Competencies

Leadership:

• Demonstrated ability to lead by example.
• Strong motivational and confidence-inspiring skills.
• Effective knowledge transfer and mentoring abilities.
• Skilled in conflict resolution and management.

Performance Management:

• Ability to work towards and achieve targets.
• Understanding of contact centre metrics and key performance indicators.
• Awareness of factors influencing employee performance.
• Competence in producing standard and custom reports.
• Analytical ability to interpret reports, surveys, and data to determine actionable steps.

Customer Service and Communication:

• Experience in client communication.
• Ability to effectively engage with diverse stakeholder groups.
• Strong adherence to processes and procedural guidelines.
• Proven record of achieving high levels of customer satisfaction.
• Background in a process-driven environment.

Problem-Solving:

• Strong analytical and investigative skills to resolve customer concerns.
• Ability to manage complex support scenarios effectively.

Technical Requirements:

• Proficiency with Windows operating systems.
• Experience with Microsoft Office Suite.
• Advanced knowledge of Microsoft Excel.

Requirements:

• Minimum of 1 year of experience in a Team Leader, Supervisory, or Managerial role within a multinational or call center environment.
• Strong written and verbal communication skills.
• High attention to detail and a passion for problem-solving.
• Ability to work independently and collaboratively within a team.

What You Bring:

As a key team member, you will play a vital role in delivering tailored BPO solutions, helping our clients achieve consistent high performance and meet their strategic goals. Your expertise will contribute to our ongoing success in providing outsourced solutions to Fortune 500 companies.

Apply Now or Reach Out for More Information.

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