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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.
If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for.
The application should reach us by close of business on 20th March 2025. Please note only short-listed candidates will be contacted. If you do not hear from us by 30th April 2025 consider your application unsuccessful.
N/B: This job advert is open to both internal and external candidates.
