Digital Media Support Team Lead

Role Overview

Digital Media Support Team Lead oversees all activities of a team that operates on a technical support system to continually improve customer satisfaction and service quality. The primary role of a Team Lead is to build and manage an effective team that can provide valuable customer support in a timely manner. Lead & manages team goals, expectations, and outcomes on a daily, weekly and monthly basis. Conducts daily team meetings and have weekly client meetings to ensure quality and consistency across the team. Additionally, these meetings with the client are to ensure the team is meeting desired targets, where to shift metrics accordingly and propose new plans of improvement. Point of contact and liaison between the client and the team to communicate goals, improvements and any issues. The lead tracks the teams performance as well as their individual performance and find areas for improvement.


Job Description

Meeting the targets: daily, weekly & monthly and callout reasons proactively for any deviations

Meeting the demands & the asks of the client

Create an inspiring team environment with an open communication culture

Set clear team goals

Delegate tasks and set deadlines

Oversee day-to-day operations

Monitor team performance and report on metrics

Motivate team members

Discover training needs and provide timely coaching

Handle Escalations

Listen to team members’ feedback and resolve any issues or conflicts

Seek out information to ensure we are constantly improving the user experience

Identify gaps and areas for improvement in execution processes and propose improvement solutions

Recognize high performance and reward accomplishments

Encourage creativity and risk-taking

Suggest and organize team building activities

Job Qualifications

Minimum graduate degree or equivalent with a strong academic record

1+ years’ experience at handling customers within service/technical fields with a minimum of 1 year experience in team handling (people management)

Experience working in a B2C environment

Demonstrated proficiency with written & spoken English

Outstanding customer service skills

Excellent Communication Skills

Ability to work on a flexible schedule (occasionally holidays, weekends)

Strong knowledge of Social media environment

Demonstrated capacity for critical thinking and analysis

Strong attention to detail

Ability to identify and grow talent, lead, motivate and coach direct reportees

Proven ability to establish and develop effective teams & manage their performance

Proven ability to identify training needs and support development of programs

Moderate understanding of business process improvement methods

High level of integrity as demonstrated personally and professionally

Proven ability to coach in one-on-one and also in a team setting

Able to adapt quickly to changes in workflow

Proficient in conflict management

Familiarity with project management

Comfort communicating with all levels of management

Excellent organizational skills and detail oriented approach to problem solving

Demonstrated proficiency in multitasking and prioritization

Maintaining a thorough understanding of tool used & departmental process and policies

Should have worked in client facing environment and should have strong client management skills

Should have very strong analytical, data mining & data presentation skills

Solid computer skills, especially MS Excel & PPT.

Preferred Qualifications

Familiarity with Zendesk & Salesforce is a plus

Experience managing social communities across a social media platform.