Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!
Job Summary: Be part of our Pioneer Social Care and Engagement Team as a Social Media Manager (Team Leader)! The Social Care Team will be Responsible in Fostering Meaningful Interaction(s) with Customer(s) Across Multiple Social Media Platform(s) such as Facebook, Instagram, TikTok - and will also Include Other Online Platform(s) such as Blog(s), Yelp, and Reddit. Function(s) Focus on Proactive Engagement and Finding Creative Way(s) to Engage with Customer(s) to Encourage Ongoing Conversation(s) and Interaction(s) - Contributing to a Vibrant Online Community. Online Interaction(s) will also Include Responding to Customer Inquiries and Concern(s) while also Reviewing Feedback and Post(s) to Improve Future Engagement Strategies.
Essential Duties and Responsibilities:
- Responsible for the Day-to-Day Supervision of a Group of Frontline Employee(s) Including Work and Attendance Monitoring in Accordance with Organization Policy and Applicable Legal Requirement(s)
- Effectively Coach Direct Report(s) on their Performance on a Regular Basis to Ensure Performance Metric(s) are Achieved, Identify Performance Related Issue(s), Develop Action Plan(s) for Improvement, and Implement Corrective Action(s) Up to and Including Termination of Employment
- Ensure Service Delivered to our Customer(s) Meet Contractual Key Performance Indicator(s) ('KPI') and Financial Expectation(s), Communicate Expectation(s) to Employee(s) and Provide Timely Update(s), Provide Subject Matter Expertise in Handling Escalated Call(s) as Needed, Conduct Team Meeting(s) to Ensure Expedient Communication of Relevant Information and as an Open Forum for Input(s) and Collaboration, Schedule and Organize Different Team Activities
- Stay Current on Internal Work Process(es), Policies, and Procedure(s), Attend Required Manager Learning and Development Training Course(s), Promote the Concentrix Value(s) through both Behavior and Attitude Including being an Advocate for Team Member(s)
Minimum Hiring Qualifications:
- Associate's Degree in a Related Field with 2-4 Year(s) of Relevant Experience in a Similar Support Environment (Social Media Support, Social Media Care, Social Media Management, Social Media Engagement, Social Media Listening, and Content Moderation)
- Internet or Social Media Savvy, Exposure to Different Social Media Platform(s) (Facebook, Instagram, TikTok), Knowledge and Experience with 'SPRINKLR' is Required
- Highly-Motivated Individual with Skills to Develop and Coach Team Member(s) to Achieve Performance Expectation(s), Strong Communication Skills and Ability to Work Well Under Pressure, Ability to Lead a Team in Multi-Tasking and Meeting Timeline(s) on Deliverable(s)
- Ability to Mentor, Coach, and Provide Direction(s) to a Team of Employee(s), Ability to Work Well Under Pressure and Follow through on Item(s) to Completion, Proficient with Microsoft Office Tool(s), Willingness to Work on Shifting Schedule(s) and Rest Day(s) for Support Coverage, and Working on Holiday(s), Can Commit to Work On-Site in the Assigned Work Location(s)
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Concentrix Bridgetowne (Quezon City)
Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!
Job Summary: Be part of our Pioneer Social Care and Engagement Team as a Social Media Manager (Team Leader)! The Social Care Team will be Responsible in Fostering Meaningful Interaction(s) with Customer(s) Across Multiple Social Media Platform(s) such as Facebook, Instagram, TikTok - and will also Include Other Online Platform(s) such as Blog(s), Yelp, and Reddit. Function(s) Focus on Proactive Engagement and Finding Creative Way(s) to Engage with Customer(s) to Encourage Ongoing Conversation(s) and Interaction(s) - Contributing to a Vibrant Online Community. Online Interaction(s) will also Include Responding to Customer Inquiries and Concern(s) while also Reviewing Feedback and Post(s) to Improve Future Engagement Strategies.
Essential Duties and Responsibilities:
- Responsible for the Day-to-Day Supervision of a Group of Frontline Employee(s) Including Work and Attendance Monitoring in Accordance with Organization Policy and Applicable Legal Requirement(s)
- Effectively Coach Direct Report(s) on their Performance on a Regular Basis to Ensure Performance Metric(s) are Achieved, Identify Performance Related Issue(s), Develop Action Plan(s) for Improvement, and Implement Corrective Action(s) Up to and Including Termination of Employment
- Ensure Service Delivered to our Customer(s) Meet Contractual Key Performance Indicator(s) ('KPI') and Financial Expectation(s), Communicate Expectation(s) to Employee(s) and Provide Timely Update(s), Provide Subject Matter Expertise in Handling Escalated Call(s) as Needed, Conduct Team Meeting(s) to Ensure Expedient Communication of Relevant Information and as an Open Forum for Input(s) and Collaboration, Schedule and Organize Different Team Activities
- Stay Current on Internal Work Process(es), Policies, and Procedure(s), Attend Required Manager Learning and Development Training Course(s), Promote the Concentrix Value(s) through both Behavior and Attitude Including being an Advocate for Team Member(s)
Minimum Hiring Qualifications:
- Associate's Degree in a Related Field with 2-4 Year(s) of Relevant Experience in a Similar Support Environment (Social Media Support, Social Media Care, Social Media Management, Social Media Engagement, Social Media Listening, and Content Moderation)
- Internet or Social Media Savvy, Exposure to Different Social Media Platform(s) (Facebook, Instagram, TikTok), Knowledge and Experience with 'SPRINKLR' is Required
- Highly-Motivated Individual with Skills to Develop and Coach Team Member(s) to Achieve Performance Expectation(s), Strong Communication Skills and Ability to Work Well Under Pressure, Ability to Lead a Team in Multi-Tasking and Meeting Timeline(s) on Deliverable(s)
- Ability to Mentor, Coach, and Provide Direction(s) to a Team of Employee(s), Ability to Work Well Under Pressure and Follow through on Item(s) to Completion, Proficient with Microsoft Office Tool(s), Willingness to Work on Shifting Schedule(s) and Rest Day(s) for Support Coverage, and Working on Holiday(s), Can Commit to Work On-Site in the Assigned Work Location(s)
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Concentrix Bridgetowne (Quezon City)