Team Lead - ORM

As a Team Lead for Online Reputation Management (ORM), your role will involve overseeing a team dedicated to managing social media and email communications. You will focus on ORM by handling complaints and escalations, aiming to maintain a positive online presence and ensure customer satisfaction. Collaboration with senior management to develop strategies for enhancing customer experience and resolving issues efficiently will be a key aspect of your responsibilities. Your strong problem-solving and conflict-resolution abilities will be crucial in this role. Key Responsibilities: - Lead and manage a team responsible for monitoring and responding to social media and email communications, ensuring professional and effective handling of customer interactions. - Oversee Online Reputation Management activities to maintain a positive company image on all social media platforms, addressing and resolving negative feedback promptly and constructively. - Handle customer complaints and escalations, ensuring swift and satisfactory resolution while collaborating with other departments to address root causes. - Develop processes for tracking and analyzing customer feedback and complaints, identifying trends, and recommending service and product improvements based on data. - Ensure adherence to contractual SLAs, manage team workflow effectively, and provide regular reports to senior management on team performance, customer feedback, and resolution outcomes. - Make data-driven recommendations for improving customer experience based on performance reports and maintain compliance with company policies and industry regulations in all customer interactions. - Stay updated on relevant legal and regulatory requirements to ensure compliance. Qualifications Required: - Graduation/ 10th + 12th + 3 years of Diploma from any stream. - Minimum 1 year of Team handling experience in ORM, including at least 4 years of work experience in BPO customer service. - Domain expertise in Premium segment complaint handling and ORM. Please note: Shift timings for this role will be 24x7, with a 5-day working week and rotational offs.,