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Team Manager - Social Media

Ontario - St. Catharines Job No. r00197822 Full-time - On-Site

Job Description

The Team Leads will be responsible for managing day-to-day operations, call, email, chat, forum, and social media support interactions quality, performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services. 


The Team Lead’s responsibilities include but are not limited to the following: 

  • Client’s expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.

  • Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement.

  • Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.

  • Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.

  • Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication.

  • Able to adapt quickly to changes in workflows/processes/procedures/product features.

  • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.

  • Able to clearly outline current performance drivers of their market and actions to improve.

  • Always maintain a professional and personable demeanor.

  • This role is taking place ONSITE in St. Catharines, ON.


Basic Qualifications  

  • High School Diploma or Equivalent

  • 1 + years’ experience at handling customers within service/technical fields.

  • Minimum 1 years’ experience in a service customer service sales organization 

  • Minimum 1 years’ experience Problem Solving & Escalation Management

  • Experience working in a highly productive sales environment 

  • Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry or Familiarity with project management.

  • Demonstrated proficiency in multi-tasking and prioritization.

  • Excellent written and verbal communication skills.

  • Moderate understanding of business process improvement methods.

  • Ability to meet travel requirements, when applicable


Professional Skill Requirements 

  • Digital advertising experience is a plus

  • Proven success in contributing to a team-oriented environment

  • Understanding of departmental policies and procedures. 

  • Strong time management skills

  • Clearly demonstrated passion for ensuring the success of  client’s culture of excellence and commitment to quality and customer service.

  • Proven ability to identify training needs and support development of programs.

  • High level of integrity as demonstrated personally and professionally.

  • Proven ability and passion to coach in one-on-one and in a team setting with a clear data driven approach and tangible output for agents to improve.

  • Proven ability to work creatively and analytically in a problem-solving environment

  • Desire to work in an information systems environment

  • Excellent leadership, communication (written and oral) and interpersonal skills

  • Working knowledge of systems

  • Ability to provide feedback on a regular basis

  • Able to prioritize a number of different pieces at the same time 

  • Demonstrated leadership in professional setting; either military or civilian

  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian

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