Role Purpose and Key Responsibilities

Role purpose:

To supervise and drive performance of the Digital Care & Social Media team, ensuring timely, professional, and consistent handling of customer interactions across all digital and social media platforms (e.g., Email, SMS, WhatsApp, Facebook, X, Instagram, App).

The role ensures delivery of high-quality customer experience, adherence to SLAs/KPIs, operational discipline, and continuous improvement of digital and social media engagement.

Key accountabilities and decision ownership:

• Drive daily digital and social media operations ensuring SLA adherence, queue management, and timely resolution of customer queries
• Lead team performance and quality, including coaching, monitoring KPIs, and improving NPS
• Manage digital and social media channels ensuring proper case handling, tagging, and backlog control
• Handle escalations and critical customer issues, ensuring fast and effective resolution
• Partner with internal teams and vendors to resolve system/process gaps and improve customer experience
• Analyze performance data and trends to drive continuous improvement and operational efficiency
• Ensure compliance with SOPs, data privacy, and regulatory standards

Qualifications, Competencies, Knowledge and Experience

• Bachelor’s degree in business administration, Communications, or related field
• 2 years’ experience in call center, digital and social media customer care operations
• 1-2 years in a supervisory or team leader role
• Strong product and service knowledge within telecom/customer service environment
• Ability to lead, motivate, and develop social media and digital care advisors
• Strong understanding of digital and social media platforms
• Ability to manage customer sentiment and improve NPS
• Data-driven mindset for performance tracking and decision-making
• Excellent written communication for effective digital and social media engagement
• Understanding of KPIs, SLAs, and call center processes

• Drive daily digital and social media operations ensuring SLA adherence, queue management, and timely resolution of customer queries
• Lead team performance and quality, including coaching, monitoring KPIs, and improving NPS
• Manage digital and social media channels ensuring proper case handling, tagging, and backlog control
• Handle escalations and critical customer issues, ensuring fast and effective resolution
• Partner with internal teams and vendors to resolve system/process gaps and improve customer experience
• Analyze performance data and trends to drive continuous improvement and operational efficiency
• Ensure compliance with SOPs, data privacy, and regulatory standards

• Ability to lead, motivate, and develop social media and digital care advisors
• Strong understanding of digital and social media platforms
• Ability to manage customer sentiment and improve NPS
• Data-driven mindset for performance tracking and decision-making
• Excellent written communication for effective digital and social media engagement
• Understanding of KPIs, SLAs, and call center processes

• Bachelor’s degree in business administration, Communications, or related field
• 2 years’ experience in call center, digital and social media customer care operations
• 1-2 years in a supervisory or team leader role
• Strong product and service knowledge within telecom/customer service environment