Process: Online Reputation Management (ORM)

Type: NonVoice International Process

Work Mode: 24/7 Rotational Shifts

Working Days: 5 days working, 2 rotational weekly offs

Role Summary

We are looking for an experienced onpaper Team Lead for a NonVoice ORM process. The ideal candidate should have strong communication skills, experience handling escalations, and a solid understanding of operational metrics. The role requires flexibility to work in 24/7 rotational shifts for an international process.

Key Responsibilities

- Minimum 2+ years of on paper Team Lead experience Mandatory.
- Handle email escalations and complaints management and ensure timely resolution.
- Manage customer escalations from various social media platforms and coordinate with internal teams for closure.
- Monitor and maintain ORM activities to ensure smooth operations.
- Track and report operational metrics (AHT, SLA, Productivity, Quality, etc.).
- Provide guidance and support to the team on daytoday activities.




- Ensure process compliance and maintain high service quality standards.
- Collaborate with crossfunctional teams to resolve customer issues efficiently.

Required Skills & Experience

- Must be an onpaper Team Lead in the current or previous role.
- Experience in NonVoice / Email Support processes.
- Robust understanding of operational metrics and reporting.
- Excellent written communication skills.
- Ability to handle escalations professionally.
- Flexible to work in 24/7 rotational shifts.
- Experience in an international process preferred.

Additional Requirements

- Good problemsolving and decisionmaking skills.
- Strong teamhandling and coordination skills.

Notice period: Immediate Joiner to 15 days preferred. Interested candidates please share updated CV to:

Email: [email protected];

Contact: (phone hidden)

📌 Immediate Openings For Team Lead - ORM Process - Navi Mumbai
🏢 Hexaware Technologies
📍 Navi Mumbai