Social Media Team Leader

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America Req #2202
Thursday, October 29, 2020


Alta Resources is Hiring!

SUMMARY

This position is responsible for the establishment and ongoing development of the social media team. This team will monitor, respond to, and manage the ongoing conversations and relationships with consumers through social media. By using a defined suite of tools (and custom tools/reports where needed), the candidate will lead this team with the goal of being an industry leader in the social media space.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Ensure industry social media best practices are followed; define and establish best practices as needed
  • Work closely with client to establish service levels
  • Serve as liaison between client and Social Media Specialists to ensure consensus and clear understanding of goals
  • Build and evolve a social media team with an industry reputation as the leader in the social media space
  • Serve as conduit for the voice of the customer: raise concerns, build awareness of hot topics, and build relationships with influencers
  • Work with client to develop guidelines for Social Media Specialists to use
  • Recommend to the client which social media venues to use
  • Analyze social media impact on sales
  • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.
  • Supervises and coordinates activities of Social Media Specialists to maximize consumer satisfaction, consumer loyalty, performance metrics and quality
  • Conducts and/or participates in team meetings to communicate client's objective and provide Alta Resources updates
  • Assists in business development with Client, Business Unit Leader, and Customer Care Program Director
  • Follows applicable Standard Operating Procedures (SOP) and Work Instructions (WI).
  • Handles sensitive and private information in accordance with SOPs and regulatory requirements.
  • Escalates issues to management and compliance as per escalation SOP.  Researches and follow-up on CAPA, Non-conformance.
  • Monitors team members’ consumer contacts to observe employee's demeanor, technical accuracy, and conformity to company quality standards, policies, and procedures and provides coaching, guidance, and development to improve or advance performance
  • Recommends corrective action to address consumer issues
  • Manages/oversees staffing levels, assigns duties, and examines work to meet client expectations
  • Maintains employee files, generate representatives’ performance reviews and consults with the Customer Care Program Director as necessary when conducting the performance/wage review
  • Reviews consumer issue correspondence, notes any suggestions, and completes or assigns issue to appropriate area for action and take follow up action as necessary
  • Confers with managerial personnel to recommend changes in order to avoid recurring consumer issues
  • Handles consumer escalations
  • Handles clarification requests from client’s business partners (e.g. Quality and Safety).
  • Helps train all new employees within the department
  • Tasks as assigned by the Customer Care Program Director II
  • Adhere to, and oversee team’s adherence to, applicable Program, Client and Corporate policies, procedures and work instructions. Supervise, guide and develop team members who must:
    • Manage Consumer/Health Care Professional/Regulatory contacts relating to US and/or Canadian drug, medical device, cosmetic and/or dietary supplement products and/or their proper use, contraindications, adverse events/complaints, formulation, distribution and/or recall.

  • Accurately assess issues and, based on analysis, assign adverse event/product quality pharmacovigilance subject code(s) to conform to Client, U.S. Food and Drug Administration (FDA), Health Canada and MedWatch pharmacovigilance reporting standards and regulations.
  • Apply good documentation principles conforming to U.S. FDA’s 21 CFR 210, 211 Current Good Manufacturing Practice for Finished Pharmaceuticals (cGMP) and  21 CFR 820 Quality System Regulation to clearly and accurately record contact/product data, contact verbatim, medical information, pharmacovigilance subject codes, and dates/reasons for any changes in proper database/paper locations to support Client reporting to regulatory authorities. 
  • Escalate critical issues to designated management representatives. 
  • Handle and protect individually-identifiable health information in accordance with HIPAA and similar security/privacy regulations and standards.

 

Manage duties for Quality/Oversight/Audit as follows:

  • Respond to questions from auditors/government inspectors in professional, factual manner.
  • Provide assistance for audit preparation and/or audit/inspection support as may be requested by management.
  • Manage work and team with a view to continuous quality improvement.
  • Oversee assigned program area(s) and workforce members to ensure that all required work is identified and performed correctly and by applicable deadlines. Document oversight completion and observations in designated logs/trackers/reports.
  • Immediately notify Quality/Compliance team, and, if applicable, Alta and/or Client management, about any potential nonconformance identified.
  • Promptly initiate containment measures to prevent continuation of a nonconformance and ensure effective corrective actions/preventive actions are implemented to mitigate recurrence.

 

Prepare for and manage actions necessary to address needed surges in workforce and rapid training related to event-specific (e.g. recall, major media news) tasks: contract staffing, re-deployed staff, HR, schedules:

  • Coordinate Facilities, Equipment, and IT activities to support event
  • Training (create training materials and FAQs plus conduct the training in timely manner)
  • Communicate progress and status of event activities (e.g., special reports, progress on setup, volume of interactions received, etc.)
  • Manage event work and team

 

LEADERSHIP RESPONSIBILITIES

Supervises and carries out leadership responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues. The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies. All leadership positions are expected to attain Six Sigma Green Belt Certification.
 

QUALIFICATIONS: 

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Has a passion to serve others.
  • Demonstrated written communicator. Excellent interpersonal, verbal and written communication skills. Ability to establish rapport, builds relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information.
  • Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion.
  • Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed.
  • Highly self motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. Ability to remain focused and productive with tasks that may be repetitive. Strong attention to detail and accuracy.
  • Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer. Knows when to involve supervisors.
  • Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements. Understands and appreciates the risks and consequences of inappropriate communication in a virtual environment
  • Embraces change and is flexible to the needs of the business and team.
  • Proven ability to meet deadlines and key metrics, work independently, as a team player, and drive results in a fast paced, team based environment. Must be willing to assist teammates and build strong relationships to achieve company and department goals.
  • Ability to accept and apply coaching and feedback from leadership.
  • Proven track record of reliability and a strong work ethic is a must.
  • Complete all required training by deadlines.
  • Demonstrate applied competency in quality/compliance standards and applicable Program, Client and Corporate policies, procedures and work instructions though appropriate and timely analysis, decision-making, communication and recordkeeping.
  • Successfully complete all Certification program(s) that apply to assigned role(s).

 

EDUCATION and/or EXPERIENCE 

Bachelor's degree (B. A.) from four-year college or university required.  Five years experience including writing, customer care or public relations, social media, and social media leadership required.  Experience using Radian6 to monitor and respond to social media preferred.  A proven track record of managing social media efforts in a corporate/professional environment preferred and a passion for social media that borders on obsession.
 

TECHNOLOGY SKILL BASE

This position requires a working knowledge of computer technology that includes: Proficiency with Microsoft Office Suite.  Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.  A broad understanding of Web technology including SEO, eCommerce, usability, HTML, mobile apps, text/SMS, and email campaigns and experience setting up and using Radian6 preferred.

 

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, consumers, and the general public.

 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear   The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area.  Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.



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Other details

  • Pay Type Salary
  • Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America