Job Description: Content Analyst – Social Media Command Center
Job Title
Content Analyst – Social Media Command Center
Department
Social Media Command Center / Digital Monitoring / Communications
Location
On-site / Command Center-based
Shift-based role, including rotational shifts if required.
Job Location: New Delhi (Nearest Metro Station: Central Secretariat)
Interview Location: Gurugram Head Office
Role Overview
We are looking for a sharp, detail-oriented, and highly responsive Content Analyst to support a real-time Social Media Command Center. The role will be responsible for social listening, live monitoring, sentiment analysis, issue identification, content categorisation, trend tracking, and reporting across digital platforms.
The Content Analyst will act as the intelligence layer of the command center by identifying what people are saying, how conversations are moving, what issues need escalation, and what insights can help the response, content, PR, and leadership teams make faster decisions.
Key Responsibilities
1. Social Listening & Conversation Analysis
The Content Analyst will actively track conversations across social media and digital platforms to understand public sentiment, emerging themes, complaints, appreciation, misinformation, campaign performance, and topical trends.
Responsibilities include:
- Track brand, department, campaign, leadership, competitor, stakeholder, and issue-related mentions.
- Monitor keywords, hashtags, topics, handles, and relevant public conversations.
- Analyse positive, negative, and neutral sentiment across platforms.
- Identify emerging narratives, repeated complaints, viral conversations, and public perception shifts.
- Capture key themes from conversations and convert them into actionable insights.
- Monitor citizen/user feedback and classify it by issue type, geography, urgency, sentiment, and relevance.
2. Real-Time Monitoring
The role requires continuous monitoring of digital platforms to ensure that important conversations are not missed and urgent issues are flagged quickly.
Responsibilities include:
- Monitor platforms such as X/Twitter, Facebook, Instagram, YouTube, LinkedIn, news portals, blogs, forums, and other relevant digital channels.
- Identify high-risk, high-engagement, negative, sensitive, or escalating conversations.
- Flag urgent issues to the Team Lead / ORM / Response / Client Servicing team as per escalation matrix.
- Track misinformation, fake news, reputational risks, public grievances, and crisis triggers.
- Maintain real-time issue logs with proper classification and timestamps.
- Ensure quick identification of negative or sensitive mentions within the defined TAT.
3. Reporting & Insights
The Content Analyst will be responsible for preparing structured reports that help internal and client teams understand the digital environment clearly.
Responsibilities include:
- Prepare hourly, daily, weekly, and campaign-specific monitoring reports.
- Create issue summaries, sentiment snapshots, trend reports, and platform-wise performance summaries.
- Highlight top conversations, key influencers, viral posts, major complaints, and public mood.
- Provide actionable insights instead of only raw data.
- Maintain reporting formats, dashboards, trackers, and escalation sheets.
- Support the preparation of media intelligence reports, social listening reports, and leadership briefs.
- Analyse data from listening tools and convert it into simple, decision-ready observations.
4. Content & Issue Classification
The analyst should be able to classify conversations accurately so that the command center can prioritise issues effectively.
Responsibilities include:
- Categorise mentions into themes such as complaints, appreciation, queries, misinformation, crisis, campaign engagement, media coverage, and public sentiment.
- Tag mentions by urgency, platform, geography, stakeholder type, and issue category.
- Identify repeat issues and prepare issue clusters for deeper analysis.
- Support ORM and response teams with context around user complaints or public reactions.
- Maintain clean, structured data for future reporting and analysis.
5. Crisis & Escalation Support
The Content Analyst will play a key role during high-pressure situations where real-time information is critical.
Responsibilities include:
- Identify crisis signals early through spike detection, negative sentiment, unusual engagement, or coordinated activity.
- Escalate sensitive mentions immediately to the relevant team.
- Track how an issue is evolving across platforms.
- Prepare quick situation summaries during crisis events.
- Support senior teams with real-time updates and narrative tracking.
- Maintain escalation logs with time of detection, action taken, and current status.
Required Skills
- Strong understanding of social media platforms and digital conversations.
- Excellent reading, comprehension, and summarisation skills.
- Ability to identify sentiment, tone, context, sarcasm, misinformation, and risk signals.
- Strong analytical thinking and attention to detail.
- Ability to work in real-time and under pressure.
- Good command over English and Hindi; regional language understanding is an added advantage.
- Strong reporting and presentation skills.
- Ability to convert social data into meaningful insights.
- Familiarity with social listening, ORM, and media monitoring tools.
Preferred Tool Knowledge
Experience or familiarity with any of the following tools will be preferred:
- Meltwater
- Talkwalker
- Sprinklr
- Brandwatch
- QuickMetrix
- Locobuzz
- Hootsuite
- TweetDeck / X Pro
- Meta Business Suite
- Google Sheets / Excel
- PowerPoint / Google Slides
- Dashboarding or reporting tools
Key Deliverables
The Content Analyst will be expected to deliver:
- Real-time monitoring updates
- Hourly / daily social media reports
- Sentiment analysis reports
- Issue escalation logs
- Trend and hashtag tracking reports
- Crisis monitoring summaries
- Campaign performance insights
- Public conversation analysis
- Platform-wise mention summaries
- Actionable insights for internal and client teams
Qualification & Experience
Minimum Qualification
Graduate in Mass Communication, Journalism, English, Political Science, Public Policy, Marketing, Data Analytics, or a related field.
Experience
5 - 7 years of experience in social media monitoring, content analysis, digital media, reporting, research, or command center operations.
Key Performance Indicators
- Accuracy of monitoring and classification
- Speed of identifying negative or sensitive mentions
- Quality of reports and insights
- Timeliness of hourly/daily reporting
- Effectiveness of issue escalation
- Ability to detect trends and risks early
- Quality of sentiment and narrative analysis
- Coordination with ORM, content, and response teams
- Data discipline in maintaining trackers and logs
Ideal Candidate Profile
The ideal candidate is someone who can sit inside a live command center environment, monitor conversations continuously, identify what matters, separate noise from risk, and convert digital chatter into clear reports and actionable intelligence.
They should be alert, analytical, fast, calm under pressure, and capable of supporting a high-performance social media command center where listening, monitoring, reporting, and escalation are mission-critical.
Interested Candidate can share the cv on [Confidential Information] or can what's up me on 9726002887
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