ORM - Team Lead
- Locobuzz
- 3 - 8 years
- Mumbai
- 3 months ago
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Job Description
Role Overview
The Team Lead ORM will oversee the day-to-day operations of the ORM team, ensuring high-quality execution of responses, adherence to SLAs, and continuous improvement of processes. This role demands strong leadership, analytical thinking, and client management skills, as you will act as a bridge between the brand team, agents, and internal stakeholders. By monitoring performance, driving operational excellence, and providing actionable insights, you will play a critical role in strengthening brand reputation and ensuring smooth ORM delivery.
Key Responsibilities
1. Brand Operations & Team Management
- Oversee daily response operations for assigned brands, ensuring accuracy, timeliness, and adherence to client guidelines.
- Monitor agent performance metrics (login, logout, breaks, TAT, SLA adherence) and maintain discipline within schedules.
- Conduct daily process briefings to share product updates, client expectations, and workflow changes.
- Handle agent escalations and take corrective measures to maintain quality and consistency.
- Conduct monthly 1:1 feedback sessions with agents to discuss improvement areas and career growth.
- Prepare monthly rosters to ensure fair and efficient distribution of work across shifts.
2. Quality Oversight & Process Optimization
- Regularly review tickets actioned by the agents, accuracy in the actions taken, and compliance with brand guidelines.
- Ensure tagging accuracy, share constructive feedback, and drive quality improvements.
- Identify process gaps and recommend continuous improvements in TAT, reporting, and response workflows.
- Handle escalations and crisis scenarios with speed and accuracy, coordinating with internal teams for resolution.
- Provide insights on competition, campaign performance, and sentiment spikes to strengthen client strategy.
3. Client & Cross-Team Coordination
- Maintain daily communication with brand teams to address issues and align on expectations.
- Conduct weekly/monthly review calls with clients to present reports, insights, and recommendations.
- Coordinate with the Locobuzz training team on onboarding, buddy-up programs, and refresher training.
- Work closely with the support team to resolve platform-related issues and report tool bugs or gaps.
- Communicate essential updates to the HOD and collaborate with other leads for process alignment.
4. Reporting & Insights
- Create and present weekly, monthly, and quarterly reports with actionable insights, performance highlights, and improvement recommendations.
- Provide real-time alerts to brands on news, influencer activity, crises, or deviations impacting brand reputation.
- Ensure presentation of data is visually clear and adds value to brand teams in decision-making.
- Manage automated and manual reports, campaign analysis, and category map updates to enhance reporting accuracy.
5. Training & Development
- Lead training sessions and knowledge-sharing activities for the ORM team.
- Keep agents updated on tool improvements, new features, and platform capabilities.
- Mentor new joiners during onboarding and guide them through processes, expectations, and client-speci
Preferred candidate profile :
- Graduate in any field (mandatory).
- Minimum 35 years of ORM experience, with at least 2-3 years in a team lead role.
- Strong knowledge of ORM processes, SLAs, and reporting methodologies.
- Excellent team management, mentoring, and conflict-resolution skills.
- Ability to analyze data, identify trends, and provide actionable insights.
- Strong communication and presentation skills (client-facing experience preferred).
- Proficiency in MS Excel/Google Sheets, reporting dashboards, and ORM/social listening tools.
- Ability to handle crisis management and fast-paced operations.
- Ability to work effectively under pressure, especially during high-volume operations or crisis situations.
- Comfortable working in a fast-moving environment with shifting priorities and tight deadlines.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: FreshersContact Details:
Company: LocobuzzLocation(s): Mumbai
Keyskills: Report Generation Brand Management Training And Development Process Optimization Excel Report Preparation Team Management Client Management Team Coordination Quality Management Conflict Resolution
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