Team Manager – Social Media in St. Catharines, Ontario

Accenture

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The Workforce Leads might be answerable for managing day-to-day operations, name, e-mail, chat, discussion board, and social media assist interactions high quality, efficiency in response to the related service degree metrics, compliance to pointers and insurance policies for offering the Companies.

The Workforce Lead’s tasks embrace however aren’t restricted to the next:

  • Consumer’s expectation of crew leads is that 70% of their time is devoted to teaching, shadowing and supporting their brokers instantly. Efficient use of key dashboards and name exercise reporting to make sure glorious efficiency rigor.

  • Means to establish and develop expertise, lead, inspire and coach direct experiences to be able to set up and develop an efficient crew; establish outliers and handle the crew’s efficiency to steady KPI achievement.

  • Managing day-to-day operations – guarantee constant high quality and productiveness throughout channels (name, e-mail, chat, and many others.) so as to add most worth for advertisers. Guarantee constant efficiency in response to the related service degree metrics or income/funnel targets.

  • Robust communication to make sure quarterly technique in addition to month-to-month and weekly priorities are understood and adhered to by brokers.

  • In a position to modify messaging to completely different goal audiences (agent, Ops Supervisor, consumer) with to-the-point communication.

  • In a position to adapt shortly to modifications in workflows/processes/procedures/product options.

  • Proactively share present bottlenecks and challenges with quantified impression on operations to permit acceptable prioritization.

  • In a position to clearly define present efficiency drivers of their market and actions to enhance.

  • At all times preserve knowledgeable and personable demeanor.

  • This function is going down ONSITE in St. Catharines, ON.

    Fundamental {Qualifications}

  • Excessive Faculty Diploma or Equal

  • 1 + years’ expertise at dealing with prospects inside service/technical fields.

  • Minimal 1 years’ expertise in a service customer support gross sales group

  • Minimal 1 years’ expertise Drawback Fixing & Escalation Administration

  • Expertise working in a extremely productive gross sales atmosphere

  • Earlier personnel administration expertise with service/technical fields inside Name Middle atmosphere or tech/service/gross sales business or Familiarity with challenge administration.

  • Demonstrated proficiency in multi-tasking and prioritization.

  • Glorious written and verbal communication abilities.

  • Reasonable understanding of enterprise course of enchancment strategies.

  • Means to fulfill journey necessities, when relevant

    Skilled Talent Necessities

  • Digital promoting expertise is a plus

  • Confirmed success in contributing to a team-oriented atmosphere

  • Understanding of departmental insurance policies and procedures.

  • Robust time administration abilities

  • Clearly demonstrated ardour for guaranteeing the success of consumer’s tradition of excellence and dedication to high quality and customer support.

  • Confirmed capacity to establish coaching wants and assist growth of applications.

  • Excessive degree of integrity as demonstrated personally and professionally.

  • Confirmed capacity and fervour to teach in one-on-one and in a crew setting with a transparent information pushed strategy and tangible output for brokers to enhance.

  • Confirmed capacity to work creatively and analytically in a problem-solving atmosphere

  • Want to work in an info techniques atmosphere

  • Glorious management, communication (written and oral) and interpersonal abilities

  • Working data of techniques

  • Means to offer suggestions regularly

  • In a position to prioritize numerous completely different items on the identical time

  • Demonstrated management in skilled setting; both army or civilian

  • Demonstrated teamwork and collaboration in knowledgeable setting; both army or civilian

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