Escalation Manager

Job Summary

A company is looking for a Commercial Escalations Duty Manager.

Key Responsibilities

• Monitor queues, analyze, and assign cases to appropriate individuals or teams
• Respond to chat and email inquiries within 20 minutes, ensuring timely case assignment
• Provide additional support with non-technical tasks such as report generation and analysis

Required Qualifications, Training, and Education

• Experience in case management or escalation processes
• Ability to work flexible hours, including weekends and on-call rotations
• Familiarity with support management processes and policies
• Proficiency in using tools for case assignment and monitoring
• Capacity to learn new technologies and adapt to changing business needs