Social Media and Digital Chat Supervisor at Seoudi in Sheikh Zayed

Job brief

Social Media and Digital Chat Supervisor leading role is to provide leadership, expert guidance, supervision and oversight for the digital chat and social media contact center by managing day-to-day performance of his/her direct team whilst having supervision on floor operations and duties.

Supervise monitoring posts and manage activities performed on social media platforms.

Responsibilities

– Responsible for the day-to-day supervision of his/her direct team members including social media and digital chat contact center operations flow and quality monitoring in accordance with SEOUDI supermarket policies.

– Monitor direct reports conformance/adherence and ensure compliance to communicated staff schedule.

– Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved.

– Identify performance related issues, develop an action plan for improvement and implement corrective actions.

– Liaise with different concerned parties for the aim of getting the best customer experience.

– Ensure team performance meets contractual Key Performance Indicators.

– Provide subject matter expertise in handling escalated issues related to customers via digital channels when needed.

– Maintain the direct chat and moderation guidelines and ensure they are up to date.

– Manage producing reports on relevant moderation statistics, issues, and outcomes.

– Manage monitoring all industry and company information and news to anticipate potential issues.

– Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

– Promote the SEOUDI supermarket values through both behavior and attitude, including being an advocate for team members.

– Support in hiring, training, and preparing call center agents to solve customer problems and/or promote SEOUDI supermarket products and services.

– Prepare operational reports and analyze data to assist and advise management.

– Ensures all SEOUDI Super Market policies and procedures are executed in a positive manner.