We are Hiring a Lead Online Reputation Management For An Innovative Ad Agency.

Location: Delhi / Gurgaon

Job Description :

- Ensure ALL KPIs are met and exceeded

- Ensure customer service excellence

- Ensure that 100% correct accurate responses to be sent out

- Ensure hiring training and quality is done in timely manner and should have checks in place

- Ensure attrition and shrinkage percentages within acceptable range

- Improve process and agent efficiency

- Transition new process and value add to the existing processes

- Identify process gaps/training needs/process improvement and identify ways to bridge them

- Client coordination (bridge the gap in client expectation and HGS delivery)

- Identify patterns and improve efficiency

- Create a strong governance model for the Operations Team with the brand

- Analyze Data to share insights with the brands

- Managing Escalations

- WBR, QBR, MBR with the clients

Skill set required :

- Very confident individual with excellent communication skills

- Strong documentation skills

- Flexibility to work in shifts to handle operations

- Assertive & Positive in nature, Open to feedback

- Process oriented individual

- Crisis Management

- Should have handled high volumes in the previous organizations

- Excellent excel skills, presentation skills, inter personnel skills

- Good command over language

- Excellent knowledge of ORM and ORM tools and best practices in ORM/Social Media

Project Management Responsibilities :

Attention to detail and drive for excellence

Basic Qualifications :

- 7+ years' experience in Operations primarily in ORM with progressively increasing responsibility

- Knowledge of Advanced Excel

- Project Management experience

Preferred Qualifications :

- Bachelor's degree

- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement

- Sensible towards brand Image and should be aware about the criticality and the degree of value associated while driving customer engagement activity.

- Strong communication and presentation skills

- Leadership experience

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