Team Lead - ORM (Online Reputation Management)

Hexaware Technologies; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai invites an experienced Team Lead to oversee a specialized ORM team responsible for social media and email communications. You will lead, train, and motivate the group to deliver timely responses, manage complaints, and protect the company's online reputation.

The role partners with senior management to craft strategies that improve customer experience, reduce escalations, and ensure contract SLAs are met.

Qualifications

• Graduation/12th plus 3 years of Diploma from any stream.
• 1+ year of team handling experience in ORM within BPO/CSS.
• Domain expertise in Premium segment in complaint handling and ORM.

Responsibilities

• Lead and manage a team handling social media and email communications in ORM.
• Oversee ORM activities to maintain a positive image across platforms.
• Handle customer complaints and escalations and coordinate with other departments.
• Develop processes to track customer feedback and identify trends.
• Ensure adherence to SLAs and manage workflow within the team.
• Provide regular reports to senior management on performance and outcomes.
• Ensure compliance with policies and regulations in customer interactions.

Skills

Team leadership

ORM knowledge

Customer service

Conflict resolution

Education

Graduation / 12th + Diploma

Job description

We are hiring for Team Lead - ORM (Online Reputation Management)

Location - Ghansoli, Navi Mumbai

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)