Advocacy – Team Leader at Innovatum Technology Limited

Innovatum ‎Technology Limited – We are an outsourcing and Project Execution Company that is technologically inclined in Nigeria, and do hereby seek applications from qualified and suitable candidates for the position below from a growing offline and online Technological outfit that specializes on Social media:

Job Title: Advocacy – Team Leader

Location: Nigeria

Responsibilities

Facebook’s expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly.
Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement
Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, Facebook) with to-the-point communication.
Able to adapt quickly to changes in workflows/processes/procedures/product features
Proactively share existing bottlenecks and challenges with quantifiednimpact on operations to allow appropriate prioritization
Able to clearly outline current performance drivers of their market and actions to improve
Maintain a professional and personable demeanor at all times

Qualification and General Skills

Minimum of B.Sc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
Minimum of three years working experience at handling customers within service/technical fields
Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided, as well as in English where required as a second language for the provision of Services.
Ability to explain what’s driving their teams’ performance in a concise and data driven way.
Ability to identify and grow talent, lead, motivate and coach direct reports
Proven ability to identify training needs and support development of programs
High level of integrity as demonstrated personally and professionally
Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.
Outstanding customer service skills
Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Clearly demonstrated passion for ensuring the success of Facebook’s culture of excellence and commitment to quality and customer service
Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
Familiarity with project management
Moderate understanding of business process improvement methods
Understanding of departmental policies and procedures