Immediate Openings For Team Lead - ORM Process - Navi Mumbai

Job description

**Process:** Online Reputation Management (ORM) **Type:** NonVoice International Process **Work Mode:** 24/7 Rotational Shifts **Working Days:** 5 days working, 2 rotational weekly offs **Role Summary** We are looking for an experienced **onpaper Team Lead** for a NonVoice ORM process. The ideal candidate should have strong communication skills, experience handling escalations, and a solid understanding of operational metrics. The role requires flexibility to work in 24/7 rotational shifts for an international process. **Key Responsibilities** - Minimum 2+ years of on paper **Team Lead** experience Mandatory. - Handle **email escalations and complaints management** and ensure timely resolution. - Manage **customer escalations** from various social media platforms and coordinate with internal teams for closure. - Monitor and maintain **ORM activities** to ensure smooth operations. - Track and report **operational metrics** (AHT, SLA, Productivity, Quality, etc.). - Provide guidance and support to the team on daytoday activities. - Ensure process compliance and maintain high service quality standards. - Collaborate with crossfunctional teams to resolve customer issues efficiently. **Required Skills & Experience** - Must be an **onpaper Team Lead** in the current or previous role. - Experience in **NonVoice / Email Support** processes. - Strong understanding of **operational metrics** and reporting. - Excellent **written communication skills**. - Ability to handle escalations professionally. - Flexible to work in **24/7 rotational shifts**. - Experience in an **international process** preferred. **Additional Requirements** - Good problemsolving and decisionmaking skills. - Strong teamhandling and coordination skills. **Notice period: Immediate Joiner to 15 days preferred.** **Interested candidates please share updated CV to:** **Email: MobicaA@hexaware.com;** **Contact: 8807753839**