ORM - Team Lead

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.