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Senior Manager, Account Service

Senior Manager, Account Service

ConfidentialHyderabad / Secunderabad, Telangana
30+ days ago
Job description

Key Deliverables

  • Lead and develop a high-performing team managing service incidents and escalations
  • Ensure consistent and timely issue resolution across all MSSC shift teams
  • Define and enforce best practice processes for client service delivery
  • Monitor performance and ticket quality through reporting tools and dashboards

Role Responsibilities

  • Act as escalation point for client issues and ensure resolution ownership
  • Coach technical staff and promote skill development
  • Oversee daily operational metrics, including ticket and call quality
  • Communicate critical issues and performance updates to leadership

    • Skills Required

    Project Management, Incident Management, Avaya, Team Leadership, Itil

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    Senior Account Manager • Hyderabad / Secunderabad, Telangana

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