Team Lead - Online Reputation Management

Role:
The Team Lead for Complaints and Escalations will oversee team performance and manage customer complaints & feedback received through social media channels globally, ensuring a seamless customer experience. This role requires strategic thinking to improve processes and resolve customer issues efficiently. Collaborating with cross-functional teams, the Team Lead will drive team development and maintain high standards in customer service within the process.

The position demands a proactive approach to anticipate challenges and implement solutions that align with organizational goals. A critical aspect will be analyzing customer feedback & managing complaints to enhance delivery service and ensure customer satisfaction.

Job Responsibilities :
Lead and manage a team responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction.
Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness.
Develop and implement strategies to handle global customer complaint and feedback maintaining high service standards.
Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively
Analyze customer feedback and complaints to identify trends and areas for improvement in service delivery.
Train and mentor team members, fostering a culture of continuous learning and professional development.
Ensure adherence to company policies and procedures in handling customer complaints and feedback.
Prepare regular reports on team performance and customer feedback to present to senior management.
Utilize CRM tools and software to track and manage customer interactions and complaints efficiently.
Implement innovative solutions to enhance customer experience and reduce complaint resolution time.

Criteria :
Any Graduation
Overall 6+ years of relevant experience in BPO / Call Centre. Minimum 1 year as Team Lead handling Online reputation Management team (ORM)
Ability to handle escalations.
Analytical and problem-solving skills along with good interpersonal skills.