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ORM Team Lead

Job Description

Roles & Responsibilities

Senior/ Team Lead Role:

  • Doing a quality check of the agents work on a daily/weekly basis (Sharing feedbacks accordingly)
  • Creation of weekly, monthly and quarterly reports (Reports should have fruitful insights with good presentation of data pointers showing spikes with regards to brand performance)
  • Improvising the ORM process (TAT, Responses, Reports, Insights on competition, crisis and campaign analysis)
  • Helping the agents to improvise the TAT for the various clients
  • Creating the Monthly roster for the various processes so that agents are well divided in the working hours
  • Training the new employees that join the team
  • Meeting the client’s day to day tasks which also includes adhoc tasks
  • Helping the team in time of crisis to close daily tasks (tickets and tagging)
  • Having weekly calls set with clients to understand and improvise on the process. Also work with the clients to get more valuable feedback with regards to the platform
  • Making sure that the team members are well versed with the Locobuzz Dashboard and the brands process
  • Keeping a check that the KRA set by the manager is met by the team
  • Presenting the reports for weekly, monthly and quarterly to the clients
  • Documenting client and inter team communications on the email

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    ORM Executive

    Job Description

    Responsibilities:

    • Real-time tracking and manning a command center.
    • Responding to Customers Queries and Complaints on a real time basis.
    • Mention search and action, action on negative/neutral/positive mentions.
    • Manage work efficiently, generate ideas collaboratively with the team, and must have a passion for content.
    • Fast thinking individual who can create content on a variety of complaints, queries or request
    • Ability to propose logical solutions as well as communicate them clearly and effectively
    • Sets processes in place for managing the key tasks
    • Manage presence in social networking sites including Facebook, Twitter, LinkedIn, Google+ and other similar community sites, posting on relevant blogs, and seeding content into social applications as needed.
    • Monitor effective benchmarks for measuring the impact of social media programs, and analyze, review, and report on the effectiveness of campaigns to maximize results.
    • Monitor trends in social media tools, digital platforms and other applications
    • Encouraging adoption of relevant social media techniques into the corporate culture and into all the company’s services
    • Maintaining Daily, Weekly, Monthly, Quarterly and Yearly Reports
    • Taking care of all deliveries of the client as per SLA

    Key Skills/Experience;

    • Bachelor’s degree from any stream
    • Excellent written and verbal communication skills
    • Strong grammatical knowledge and keen attention to detail
    • Strong research skills
    • The ability to collect and analyze data volumes to derive the right insights
    • Team player.
    • Good time management and Proficient with MS Office
    • Good knowledge about Social Media Platforms

    Apply Here

      Upload Resume

      only docx, doc, pdf file allowed (below 3 MB)

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      Please Read the Terms and Conditions Before Submitting

      • The lucky draw contest is open to participants aged 21 and above.
      • The contest entry period starts on Oct 3 and ends on Oct 18. Entries received after the end date will not be considered.
      • Participants can enter the lucky draw by completing the online entry form provided on this page.
      • Only one entry per person is allowed. Any additional entries will be disqualified.
      • Winners will be selected randomly from all eligible entries received during the entry period.
      • The draw will be conducted online, and results will be shared on our social media handles.
      • The prizes for the lucky draw contest are as described on this page.
      • Prizes are non-transferable, non-exchangeable, and non-refundable. No cash or other prize substitution is allowed.
      • Winners will be notified via email and/or phone within 3 days after the lucky draw.
      • Winners must respond within 3 days to claim their prize. Failure to do so will result in the selection of an alternate winner.
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      • The organizer reserves the right to modify, suspend, or cancel the contest if unforeseen circumstances or technical issues arise that affect the fairness or integrity of the contest.
      • This contest is subject to all applicable laws and regulations and is void where prohibited.
      • Participation in the contest constitutes acceptance of these terms and conditions.
      • For any questions or concerns regarding the contest, contact hello@locobuzz.com
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