Escalation Executive
7 months ago
As an Escalation Specialist, you will be **the primary point of contact for escalated customer issues**. You will analyze customer complaints or concerns and determine the best course of action to resolve them.
To write an effective escalation manager job description, begin by listing detailed duties, responsibilities and expectations. We have included escalation manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Lead operational programs, projects and initiatives that help drives the sustaining business forwardLead essential key milestones meetings to align resources around common objectives (sprint milestones, war rooms)Create and distribute key communications using a variety of channelsAssist in the creation / review of reports for management in regards to service availability, uptime, and adherence to Standard Operating Procedures and SLAsKeeps key internal leaders and other stakeholders apprised of the escalation statusLeads post-issue root cause analysis (RCA) discussions to minimize and/or eliminate future occurrencesDemonstrates competency with the full suite of Ariba SolutionsAct as the primary interface for APJ & Global Escalation Management with regards to customer escalationsManages and leads escalation cases involving functions and project teams to promote quality culture and drive the quality improvement process for a subsystem or component of a product or service offeringEnsures timely closure of escalation cases
**Requirements**:
1. Experience in BPO sector (in escalation department)
2. Excellent communication skills.
3. Bachelor's (preferred)
4. Minimum experience : 4 years (in escalation department
Pay: ₹15,000.00 - ₹20,000.00 per month
Schedule:
- Day shift
Supplemental pay types:
- Performance bonus
- Quarterly bonus
- Yearly bonus
Work Location: In person
**Speak with the employer**
+91 7980206754
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