Senior Manager / Manager - Escalation Management
ConfidentialMumbai, Navi Mumbai30+ days ago
Job descriptionChampion a customer-first mindset to manage sensitive escalations with empathy Collaborate cross-functionally with Product, Ops, and IT to address root causes Optimize processes for improved resolution and response times Own high-profile escalations, ensuring accountability and transparency with leadership
Key Deliverables
- Develop and execute strategies to reduce escalations and improve CX across social and direct channels
- Define, monitor, and manage escalation SLAs and performance KPIs
- Lead data-driven initiatives to improve workflows and resolve customer pain points
- Build training programs to enhance team capability in managing escalations
Role Responsibilities
Skills Required
Process Optimization, Social Media, Project Management, Crm, Continuous Improvement
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Senior Management • Mumbai, Navi Mumbai