About this role
The team is seeking a Senior Manager/Manager for Escalation Management to join their dynamic team. This role focuses on developing and executing strategies to minimize social media and management escalations while ensuring proactive solutions are in place.
Key Responsibilities:
- Develop and execute strategies aimed at reducing escalations across various platforms.
- Define, monitor, and ensure compliance with escalation SLAs that align with business goals and customer expectations.
- Utilize data analytics to identify trends in escalations and drive continuous process improvements.
- Lead cross-functional collaboration to implement strategic solutions that reduce escalations and enhance customer satisfaction.
- Prepare regular reports on escalation metrics and present findings to senior management.
Required Skills & Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in escalation management, customer service, or related fields.
- Strong analytical skills with experience in data-driven decision-making.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
- Proficiency in using analytics tools and CRM systems.
Experience:
- Minimum of 5-8 years in escalation management or a related role, with a track record of success in reducing escalations and improving customer satisfaction.
What we offer:
- Opportunity to work in a fast-paced and innovative environment.
- Professional development and growth opportunities.
- Collaborative team culture focused on continuous improvement.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.