Team Lead - ORM

Team Lead - Online Reputation Management (ORM)

Job Role:-

The Team Lead will be responsible for overseeing a team dedicated to managing social media and email communications, focusing on Online Reputation Management (ORM) and handling complaints and escalations. This role requires a proactive individual who can effectively lead a team, ensuring customer satisfaction and maintaining a positive online presence. The Team Lead will work closely with senior management to develop strategies that enhance customer experience and resolve issues efficiently. Strong problem-solving and conflict-resolution abilities.

Responsibilities:-

• Lead and manage a team responsible for monitoring and responding to social media and email communications. Ensure that all team members are trained and equipped to handle customer interactions professionally and effectively.
• Oversee Online Reputation Management activities, ensuring that the company maintains a positive image across all social media platforms. Develop strategies to address and resolve negative feedback promptly and constructively.
• Handle customer complaints and escalations, ensuring that issues are resolved swiftly and satisfactorily. Work closely with other departments to address root causes of complaints.
• Develop and implement processes for tracking and analyzing customer feedback and complaints. Use this data to identify trends and recommend improvements to services and products.
• Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively.
• Provide regular reports to senior management on team performance, customer feedback, and resolution outcomes. Use these reports to make data-driven recommendations for improving customer experience.
• Ensure compliance with company policies and industry regulations in all customer interactions. Maintain up-to-date knowledge of relevant legal and regulatory requirements.

Criteria:-

• Graduation/ 10th + 12th + 3 years of Diploma from any stream.
• 1+ year of Team handling experience into ORM, includes overall 4+ year of work experience in BPO customer service
• Domain expertise needed as Premium segment in complaint handling and ORM

Shifts timings: - 24x7

Week Off : 5 day working (Rotational Off)