Team Leader Social Media

**Duty 1: Operations Management**
- Ensures the service level agreements are on target
- Works closely with stakeholders to identify loopholes and process gaps
- Analyzes, explains and addresses variance between current and target performance
- Generates reports based on team deliverables and present to management and counterparts
- Monitors schedules of employees to ensure proper shift coverage
- Implements policies on the filing, documenting and approval of time and attendance administration
- Plans, assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
- Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
- Identifies and documents changes in the roles, responsibilities, accountabilities and workload of employees to properly determine volume headcount ratio work scope
- Assist in the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
- Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit
- Supports projects related to continuous improvement (such as ThinkCustomer, QMS, etc.)
and handles ad hoc tasks to support the objectives of the management
- Owns and executes commitments identified in the team's strategy deployment

**Duty 2: Performance Management and Employee Development**
- Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone/independently
- Performs regular coaching to enhance the performance of staff and encourage participation in decision making
- Determines employee's capabilities and improvement areas
- Evaluates individual performance and conducts performance discussions to keep everyone on track
- Meets with team members regularly to review individual performance, provide feedback and coaching, and other developmental, training and career progression plans to ensure success of the individuals within the team
- Identifies training and development needs of employees to support team goals and objectives
- Monitors adherence to ethics and code of conduct and implements disciplinary action in compliance with the requirements for due process
- Adheres to the regularization, performance appraisal, rewards and recognition and other people-related policies and guidelines

**Duty 3: Functional Support**

**Social Media Marketing**
- Reviews and recommends tags/annotations in the videos uploaded in the Social Channels
- Proofreads social media content (posts, status, captions etc.)
provided by stakeholders
- Acts as back-up in posting content (text/videos/images) in Social Channels
- Ensures that inquiries and requests (e.g.
product inquiries) received from customers through social media channels are addressed on time.
- Updates and provides recommendations to stakeholders on issues gathered/raised on Social Media accounts for review and response (customer product ideas to brand and innovation teams, customer concerns to customer service leadership team, etc.)
- Analyzes data gathered (i.e.
topic, customer and prospect conversations) across social media channels to unveil actionable recommendations and engagement opportunities.
**Metrics, Reporting and Analytics**
- Analyses gathered information & data using predictive and prescriptive analytics (data interpretation, data correlation, forecasting with the use of advanced statistical tools, hypothesis testing)
- Conceptualizes report design contents and methodologies based from gathered data and/or analysis for static or dynamic reports (e.g.
scorecards and dashboards for social council)
- Formulates alternative solutions on issues encountered.
- Enhances tools/scripts that can automate the reporting process (Excel Macro, VBA, SQL, Access).
- Interprets the data and provides in depth analysis based on findings.
- Performs assigned/allocated functional tasks satisfactorily as expected of a qualified/experienced person supporting the function
- Provides functional back-up support for direct reports if volume is high
- Provides timely and appropriate resolutions to escalations of function supported

**Duty 4: Employee Engagement**
- Communicates policies, programs and decisions that affect employees
- Conducts team meetings to disseminate information, address issues, concerns and escalations, improve processes, create alignment and establish common understanding of decisions
- Ensures that employee communication in their team remains open, updated and transparent, right information/data are provided accurately at the right time and in the right manner
- Keeps management informed and updated on matters affecting their team morale and performance
- Plans, organizes and coordinates team activities to enhance team camaraderie and employee engagement
- Develops strong morale within the team by encouraging, recognizi