Escalations Manager

Job Summary

A company is looking for an Escalations Manager to oversee a team of escalations and complaints specialists and ensure timely resolution of customer issues.

Key Responsibilities

• Manage a team of escalations specialists, providing training and performance oversight
• Monitor inbound request volume and ensure timely responses in line with SLA targets
• Develop and implement process improvements and training programs for customer support agents

Required Qualifications

• At least 3 years of experience in escalations management
• Minimum 2 years of experience managing direct reports in a customer service environment
• Strong background in customer service and handling complex customer issues
• Knowledge of process improvement methodologies, such as Six Sigma or Lean
• Familiarity with customer experience metrics and their impact on satisfaction and retention