Team Lead - Online Reputation Management

Hexaware Technologies · India

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.