Travel Process – ORM / Team Lead (Operations) Company: Hexaware Technologies Industry: BPO / Travel Process Location: Ghansoli, Navi Mumbai Position: Team Lead – Operations Openings: 1 Experience: 5 Years (including minimum 1 year as a Team Leader) Qualification: Graduate Maximum Age: 45 Years Salary: Up to ₹6.8 LPA Work Mode: Work from Office Working Days: 5 Days a Week Shift: 24×7 Rotational Shifts Week Off: 2 Rotational Week Offs Interview Mode: Telephonic We are looking for an experienced Team Lead – Operations for a Travel Process, with expertise in Online Reputation Management (ORM), social media complaint management, and customer escalation handling.

Key Responsibilities - Handle social media platforms, complaint management, and escalation desks.

- Monitor customer feedback and complaints to identify recurring issues and improvement areas.
- Manage customer interactions using CRM tools.
- Ensure timely resolution of customer complaints and escalations.




- Monitor operational performance and ensure adherence to process metrics.
- Provide regular feedback, coaching, and mentoring to team members.
- Drive team performance and maintain operational efficiency.

Mandatory

Skills - Minimum 5 years of overall experience, including at least 1 year as a Team Leader.
- Excellent coaching, mentoring, and feedback skills.
- Strong understanding of operational metrics and KPIs.
- Experience in social media handling, ORM, and escalation management.
- Valuable English communication skills.
- Flexibility to work in 24×7 rotational shifts with 2 rotational week offs.

Eligibility

Criteria - Graduate in any discipline.
- Maximum age: 45 years.
- Must be comfortable working from the Ghansoli, Navi Mumbai office. Interested candidates can apply with their updated resumes.

Pay: Up to ₹680,000.00 per year

Work Location: In person

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