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

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