Social Media Team Supervisor - $40K + Bonus (Las Vegas, NV)

Basic Information

Ref number


Primary Location

Las Vegas

Description and Requirements

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications, and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.

Position Overview:

The Social Media Team Leader will provide direction and guidance to ensure consistent achievement of key performance metrics for our client, one of the fastest growing and most popular e-cigarette companies in the U.S. The Team Leader will assist Social Media Agents with customer situations by offering guidance and solutions on a daily basis. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.   

Specific Responsibilities May Include:
  • Supervise Social Media Agent personnel including: monitoring and evaluating performance, coaching and developing agents, and initiating corrective or disciplinary actions in order to drive performance results
  • Ensure all Social Media Agents provide high level of Customer Service to customers at all times
  • Ensure all Social Media contacts are handled according to Client standards and guidelines
  • Track and measure individual and team productivity and quality results
  • Coordinate with the Client in selecting the Tier 1 agents that will handle Social Media contacts, and in coaching and/or replacing those agents whose performance is not up to target metrics
  • Monitor conversations according to established number of evaluations and re-monitor all failed conversations; coach Social Media Agents according to the monitoring results
  • Based on reporting tools, provide explanation and comment on metrics and performance on an agreed upon basis to the Client
  • Communicate and be the designated point of contact for all Social Media updates, matters and emergencies between the Client and TELUS
  • Coordinate with the Client to deliver training when new team members are added to the Social Media team
  • Maintain FAQ documentation including drafting responses in coordination with the EMEA social strategist
  • Escalate Social Media issues proactively and efficiently
  • Liaise with the Client’s Marketing and Social Strategist on an as-needed basis to provide updates and alignment
  • Perform other duties as assigned

Required Experience, Skills & Competencies:
  • Knowledge of all key functionality and best practices for social media customer support for Facebook & Twitter
  • Prior leadership experience managing people in service delivery environments
  • Ability to be truly hands-on, including getting to know the product, process, policy, and systems as well as any front-line agents
  • Strong customer service orientation with an upbeat, people minded personality aimed at both internal and external customers
  • Solutions driven with strong critical thinking skills having the ability to anticipate customers' needs and provide options and solutions
  • Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner
  • Excellent organizational, leadership, interpersonal and time management skills
  • Ability to take instructions from management and ensure follow up
  • Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
  • Strong computer application skills including MS Windows, MS Word, MS Excel, and MS Outlook
  • Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills
  • Ability to effectively communicate with team members and managers of all levels
  • Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
  • Ability to work independently in a dynamic fast-paced atmosphere
  • Ability to maintain confidentiality
  • Strong analytical skills
  • Available to work a flexible schedule to meet business needs

Preferred Experience, Skills & Competencies:
  • Knowledge of call center operations
  • Previous experience using social media CRM tools and software

TELUS Values: 

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
  • We embrace change and initiate opportunity
  • We have a passion for growth
  • We believe in spirited teamwork
  • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.   

Additional Job Description

Assists Social Media Agents with customer situations by offering guidance and solutions on a daily basis.

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