Goal: To supervise and lead the Digital Media team and make sure we are providing extraordinary customer service and uphold Trulieve’s Core Values.
Lead, coach, motivate, mentor, and train the team to high performance and standards highlighted in the Trulieve Digital Media Handbook and the Trulieve Call Center Guidelines
Provide feedback to team members during weekly individual 30 min 1 on 1’s
Provide continuous quality control of all response from the Digital Media Team making sure we are responding in a timely manner
Use metrics and reports to make decisions
Work with the Call Center Leadership and Marketing Leadership to produce better outcomes and provide the best customer service to patients possible via digital media platforms
Maintain adequate full- time schedules of team members to cover all shifts at all times during call center hours
Provide weekly reports to the Call Center Leadership and the Marketing Leadership
Expectations and Proven ability, willingness, and desire to:
Think and act strategically
Exercise high judgment, particularly in narrow timeframes
Think and communicate clearly – formulate a clear point of view on complicated issues and create a concise and well-written narrative to express it
Work hard and smart; be flexible and dependable – while encouraging the team.
Deal with ambiguity – have a bias for action and form a cohesive and effective outcome from potentially incongruous facts (or lack thereof) and individual perspectives;
Have a proactive approach to problem solving, even when at times it’s outside the scope
Patient-focused mindset for your team and the people they are interacting with, both internally and externally
Minimum 6+ years working in a customer facing environment; 3+ years working in a supervisory role.
Must have basic knowledge of social media platforms for business work