Social Media Team Lead - Chat & Email - Escalations TL
- Teleperformance (TP)
- 2 - 7 years
- Delhi, NCR
- 3 months ago
- Email to a friend
- Report this job
Job Description
Job description
Job description: Team Lead & SME - Social Media Escalations (Non-Voice)
Location: Bangalore
Salary: 3.5 LPA to 4.5 LPA
Working days: 6 days a week with rotational off
Experience required: Prior experience in social media compliance or escalations (non-voice) is mandatory.
Contact: Charlie HR - 7330616*** (Only WhatsApp Mention for which role your applying social media TL OR SME)
Joiner preference: Immediate joiners only.
Overview We are seeking a highly experienced and motivated individual to join our team in Bangalore as a Team Lead and Subject Matter Expert (SME) for Social Media Escalations. The successful candidate will be responsible for overseeing a team of specialists who handle and resolve complex and sensitive customer issues that come through various social media platforms. This is a non-voice role, so strong written communication and problem-solving skills are essential.
Roles and responsibilitiesTeam leadership:
- Manage, mentor, and motivate a team of social media escalation specialists to achieve performance targets.
- Conduct regular team meetings to discuss updates, feedback, and performance.
- Monitor team performance metrics, such as resolution time and customer satisfaction scores, to identify areas for improvement.
- Create and manage team schedules to ensure adequate coverage and adherence to service-level agreements (SLAs).
Subject Matter Expertise (SME):
- Serve as the final escalation point for critical customer issues and ensure swift and effective resolution.
- Maintain a deep understanding of company policies and compliance standards related to social media interactions.
- Conduct root-cause analysis on recurring issues and collaborate with management and other teams to implement process improvements.
- Stay updated on social media platforms' guidelines and best practices for customer service.
Escalation and resolution:
- Oversee the handling of complex and escalated customer issues received via social media channels, including Twitter, Facebook, and Instagram.
- Develop and implement clear procedures for handling different types of escalations, including VIP, regulatory, and legal matters.
- Provide timely, professional, and empathetic written responses to customer inquiries.
- Collaborate with cross-functional teams, such as legal, marketing, and product, to resolve issues.
Compliance and reporting:
- Ensure that all social media interactions adhere to company policies and regulatory guidelines.
- Maintain accurate and detailed records of all social media interactions and their resolutions.
- Prepare and present performance reports on escalation trends and resolution metrics to management.
- Use social listening tools to monitor brand sentiment and proactively address potential issues.
Desired candidate profile
- Must be an immediate joiner.
- Proven experience in a social media compliance, moderation, or escalation role (non-voice) is mandatory.
- Strong experience in a team lead or supervisory capacity within a customer service environment.
- Excellent written communication, problem-solving, and conflict-resolution skills.
- Familiarity with various social media platforms and experience using social media management or CRM tools.
- Ability to work effectively under pressure and handle sensitive customer issues with maturity and confidentiality.
- Must be open to working six days a week with a rotational day off.
Looking for immediate joiner
- Candidate must have experience in Social Media, voice process, customer service, knowledge in BPO and working as a Team Leader/ Lead in Operations department on papers for minimum 1 year, preferably.
- Should have Hands-on experience in Team management and KPI's like AHT, Shrinkage, Attrition, Occupancy, Rostering, NPS/Csat and Dsat calculations.
- Excellent communication skills in English.
- Minimum 2 years' experience in Voice process
- Salary up to 5 LPA
- 6 days working
Regards,
Charlie -HR
7330616***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Delhi, NCR
Keyskills: Social Media Escalation Management Email Etiquette Team Handling Performance Metrics Shrinkage Control Kpi Reporting Team Leader Aht Team Coaching Attrition Management Email Handling Team Motivation Escalations Team Leading SLA Management CSAT
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in