Hi ,

We are hiring a Team Leader for our Banking Process, specifically for the Social Media Escalations Line of Business (LOB). The ideal candidate should have solid team management skills, experience in handling customer service escalations, and a good understanding of major social media platforms.

Key Responsibilities

- Lead, mentor, and manage a team handling escalated social media complaints and customer issues.
- Ensure all escalations are resolved within defined SLAs and quality standards.
- Review team responses to ensure the right tone, accuracy, and brand alignment.
- Track, analyse, and report escalation trends and team performance metrics.
- Drive continuous improvement through feedback, coaching, and process enhancements.
- Handle critical customer escalations and support the team in resolving complex issues.
- Monitor team performance and ensure adherence to process guidelines.

Required Skills & Qualifications

- Must be a graduate.
- 5-7 years of experience in customer service, social media management,



or escalation handling.
- Minimum 3 years of experience in a team leadership or supervisory role.
- Strong understanding of major social media platforms such as Twitter/X, Facebook, and Instagram.
- Excellent written and verbal communication skills.
- Strong problem-solving and conflict-resolution abilities.

Key Competencies

- Leadership and Team Management
- Crisis Handling and Decision-Making
- Customer-Centric Mindset

- Attention to Detail

- Escalation Management

- Performance Monitoring and Reporting

Job Location : Noida Sec 128 , Working Days: 5.5 days Working

How to Apply

Candidates with relevant experience in managing teams handling social media escalations are encouraged to share their updated resumes at:

[email protected] or else can connect on whatsapp on (phone hidden)

Regards,

Divya Sharma

HR-Netimpact Solutions

📌 Hiring For Manager-ORM For Social Media (Banking Process) (Noida)
🏢 Net Impact Solutions
📍 Noida