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Supervisor, Social Media

Date:  Nov 13, 2021
Location: 

Montego Bay, 8, JM, JS

Company:  Vista

The MG1 (Supervisor), Social Media will be responsible for coaching, mentoring and motivating team members to achieve defined KPI targets, resolving customer escalations and practicing cultural behaviors. The Supervisor, Social Media is expected to advocate for customers and participates in activities that improve business processes and improve operational effectiveness.  The Supervisor, Social Media is responsible for the tone, responsiveness and effectiveness of all external communications within the social media space for the market(s) supported by the CARE Center.

 

Your role will include:  

  • Leadership/Team Management
    • Motivating and coaching CARE Social Media Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback
    • Creating & maintaining complete documentation of performance improvement conversations and actions
    • Mentoring employees along a mutually identified career path
    • Delegating effectively to his/her team
    • Creating and effectively communicate corrective plans/PIP to ensure that individuals meet objectives
    • Setting/clarifying requirements and expectations for Associates. Ensuring disciplinary actions for employees occur in a transparent, accurate and timely manner
    • Preparing, maintaining and updating personnel records, reports and documentation as identified and requested
    • Communicating and maintaining Vistaprint’s vision, direction and culture to the team
    • Supervising and training employees

 

  • Operations Excellence/Process improvement:
    • Managing procurement processes and coordinating material and resources within the NA Social Media Team
    • Participating in the selection and overseeing the implementation of technology solutions for the Social Media unit within the center.
    • Assisting in communicating the potential impact of Social strategies and Marketing activities on Customer Relations, Center and Customers
    • Identifying problems and opportunities on sites for improvement via site monitoring, customer feedback, etc. and communicating them to the appropriate personnel
    • Completing data capture trends in various categories and/or tracking of information for analysis and communicating to the appropriate personnel
    • Creating and maintaining topic analysis filters for monitoring content related to our VP Brand
    • Supporting Corporate social media initiatives and ensuring timely monitoring and reporting of social channels are conducted daily and weekly
    • Identifying relevant workshops, conferences and trainings for attendance, when possible, that tie back to core functions of Community Management and continuous education
    • Monitoring and reporting on department performance
    • Ensuring compliance with company policies and regulations

 

  • General/Other:
    • Performing contact center and Social Media activities as needed as well as additional responsibilities as requested

 

In return, you will bring:  

  • At least 3+ years experience in a contact center environment in Customer Service with a minimum of 2 years in a leadership position
  • Proficiency in MS Office as well as established & emerging Social Media platforms (Twitter, Facebook, Instagram, Yelp, Ratings & Reviews etc.), comfortable across various devices/operating systems
  • Understands the 'always-on' mentality of Social Media
  • Open availability including weekends/ nights and after-hour community management coverage for special events & crisis management scenarios, as needed
  • Strong communication skills; both verbal & written with experience in writing, editing and crafting content and responses for Social Media
  • Experience delivering results through others
  • Knowledge of operational principles and policies
  • Organizational skills and attention to detail
  • Team leadership


Job Segment: Manager, Procurement, Business Process, Management, Operations, Customer Service