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
Closes: March 20, 2025
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