Team Leader Fresher

Job Title Team Lead - ORM & Analytics

Reports To Head Customer Experience
Role Purpose To manage assigned team of ORM executives

To ensure the quality of customer service on social media channels
To educate customers on SportyBet products and processes

Key Responsibilities

Enable staff to achieve their performance targets identify training and development requirements and manage disciplinary issues.

Provide effective management of all escalated issues and continuous

improvement of business processes.
Document recommendations and ensure implementation leads to improved
performance.
Manage team of ORM executives responsible to monitor connect converse
engage and enhance brand s online reputation
Actively monitor the team responsible to review user comments
suggestions feedback and complaints across social handles and platforms
manually and using the related tools wherever possible
Oversee that responses are being sent promptly to negative comments
feedbacks redressing complaints within specified turn-around time thus
making the user journey with the brand worthwhile
Form the process that will create brand awareness by primary means of
addressing user queries and maintaining the brand reputation by changing
the perception of people online
Effectively identifying and utilizing social listening tools for response
management
Make sure that the negative brand comments are shared with management
on real-time basis
Prepare qualitative and quantitative reports for ORM process with helpful
insights that will enable business decisions

Key Performance
Indicators

Measure individual performance against standards and targets
Design action plans to close any performance gaps
Achievement of agreed ORM targets
Provide monthly recommendations and demonstrate improvement in
performance on statistical basis.
Implement performance investigations and disciplinary steps where
necessary
Develop creative coaching methodology
Ensure all coaching documentation is updated and centrally accessible
Ensure that all relevant information of all staff members is fully updated on
centralized folders
Ensure policies procedures and processes are completely understood by all
ORM executives
Ensure conformity to the policies procedures and processes.
Develop motivation plans for the team and contribute to the wider company
plans to improve staff well being

Education & Experience Bachelors degree from any stream

Minimum 3 years of experience managing ORM client for any brand and at
senior level
Agency experience is preferred
Positive attitude
Able to work well under pressure
Must be time flexible and able to work in a shift system including Public
holidays and Weekends
Excellent written and verbal communication skills (articulate) coupled with
good listening and critical reasoning skills
Proactive confident energetic and able to work under pressure with a
positive attitude and use good organization skills
Mentoring/coaching skills/experience
Excellent interpersonal skills
Leadership skill
Training skills
Problem solving and decision-making skills

Job Type: Full-time

Salary: ₹500 000.00 - ₹600 000.00 per year

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