Escalations Manager
Company: VirtualVocations
Location: Erie
Posted on: October 31, 2024
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Job Description:
A company is looking for an Escalations Manager to oversee a
team handling complex customer issues.
Key Responsibilities
Manage a team of escalations specialists, providing training and
performance evaluations
Serve as the primary contact for high-priority customer issues and
ensure timely resolution
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 role
Familiarity with customer experience metrics such as NPS
Knowledge of process improvement methodologies like Six Sigma or
Lean
Experience in handling escalations and complex customer issues
Keywords: VirtualVocations, Niagara Falls , Escalations Manager, Executive , Erie, New York
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