Multimedia Team Leader at Flash Group

Description

Responsibilities:

• To ensure that the operating procedures for the department are understood and adhered to
• To ensure that standards / key performance indicators for department are met and periodically reviewed to ensure optimum achievement.
• To maximize people productivity by adhering to people management processes inclusive of coaching, audits and addressing disciplinary issues.
• Conducting probation/on boarding reviews, return to works, addressing any behavioral concerns in line with the Company’s Disciplinary policy and managing the team’s absenteeism in line with required targets and Company processes.
• Provides help to management, including hiring and training, and keeps management updated on team performance.
• Prioritize urgent comments and replies.
• Be creative and stay on top of social media changes and tools.
• Able to analyze trends with detailed feedback to management.
• Provide leadership and instruction to your team to complete tasks quickly and effectively.
• Inspire and motivate your team.
• Responsible for all non-voice channels i.e., Facebook, Instagram, Twitter, WhatsApp, and admin email account.
• You should be able to recognize and understand your audience on each account.
• Strategize and execute digital marketing campaigns and gather and analyze the data results from those campaigns.
• Monitor the influx of chats and report to management.
• Educate customers.
• Monitoring, organizing and coaching team on a day-to-day basis.
• Handle escalated complaints, questions and queries and resolve them.
• Conduct monthly evaluations on staff performance.
• Compile daily, weekly, and monthly reports, analyze them and send to management.
• Be able to come up with suggestions on better use of social media platforms.
• Promote excellent customer service orientation within team and across the wider business.
• People management including HR related issues.
• Carry out all Adhoc duties

Requirements

Minimum Requirements:

• Matric (Tertiary Qualification will be to your advantage)
• Have 2years Leadership/management experience in a similar role.
• Proven customer service management experience (at least 2years in the call center environment)
• Have exposure in a multi-channel environment (Voice, Email and Chat)
• Be computer literate (MS Word & Excel)
• Must have own transport.
• Proven working experience in social media.
• Strong IR process and policy related competence

Build team and people capabilities through:

• Providing real-time, ongoing coaching and feedback to team members throughout the year
• On-time completion of performance management activities including regular 1:1s and Bi-annual performance reviews through GPS
• Supporting employee development including facilitation of career development conversations and crafting development plans for current and future needs
• Taking action to hire and retain high-performers and address poor performance
• Proactively manage change initiatives within the team including sufficient planning/ preparation and communication to minimise disruption and support employee adoption.
• Role modelling the behaviours that support and drive the Flash culture and values

Skills:

• Ability to think creatively & innovatively within area of accountability.

Attributes:

• Solution-orientated
• Technical & functional knowledge
• Experience/evidence of delivery and good performance within areas of accountability (application of knowledge & skill)
• Strong problem solving, organisational and negotiation skills
• Team Player
• Excellent communication and writing skills.
• Self -motivated
• Attention to detail.
• Results Driven
• Excellent communication and presentation skills
• Strong IR process and policy related competence
• Have strong stakeholder management abilities to engage with support teams.
• Have strong influence and motivational abilities.
• Have planning and organizing abilities.
• Ability to proactively problem solve.