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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

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  • 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.
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