Team Lead

We are hiring a Team Leader for our Telecom process for Social Media Escalations LOB.

Position - Manager - ORM

Role - Team Leader

Location - Noida, Sector - 62

Working days - 5 Days a week (Rotational shifts and offs)

Required Skills & Qualifications

• Must be a graduate.
• 57 years of experience in customer service, social media management, or escalations handling.
• Minimum 3 experiences in team leadership or supervisory role.
• Strong understanding of major social media platforms (e.g., Twitter/X, Facebook, Instagram).
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict resolution abilities.

Job Role

• Lead, mentor, and manage a team handling escalated social media complaints and crises.
• Ensure all escalations are resolved within defined SLAs and quality standards.
• Review team responses to ensure tone, accuracy, and brand alignment.
• Track, analyze, and report escalation trends and team performance metrics.
• Drive continuous improvement through feedback, coaching, and process enhancements.

Key Competencies

• Leadership & Team Management
• Crisis Handling & Decision Making
• Customer-Centric Mindset
• Attention to Detail

If you have relevant experience in handling team of social media escalations, please share your resume at [email protected]