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Senior Manager, Account Service
ConfidentialHyderabad / Secunderabad, Telangana2 days ago
Job descriptionAct 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
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
Skills Required
Project Management, Incident Management, Avaya, Team Leadership, Itil
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Senior Account Manager • Hyderabad / Secunderabad, Telangana