Our Client is one of the biggest Hypermarket was founded in 2001. It started as a family owned grocery store and evolved to be one of the biggest Hypermarket chains in GCC and UAE.

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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 Hypermarket 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 Hypermarket 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 Hypermarket products and services.

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

- Ensures all Hypermarket Super Market policies and procedures are executed in a positive manner.

Job Requirements:

- Previous experience in digital direct chat and social media content supervision role.

- Excellent communication skills.

- Excellent command of English | Arabic (written \xe2\x80\x93 typing skill).

- Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo uploads, Commenting etc.)

- Customer focus and adaptability to different personality types is necessary.

- Knowledge of customer service practices and principles.

- Proficient in relevant computer applications.

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