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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