AD/SM- Escalation Management

Coindcx

9 - 14 years

11 - 16 Lacs

mumbai

Posted:2 weeks ago| Platform:

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Skills Required

mining process optimization service level project management analytical social media continuous improvement stakeholder management operations crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

You will be mining through these tasks Strategic Leadership & Vision: Own the end-to-end escalation management function
Develop and execute a comprehensive, multi-year strategy to significantly reduce escalations and enhance customer satisfaction
Proactively identify and resolve systemic issues by influencing policy, product, and process changes
Proactive Escalation Prevention: Lead the analysis of root causes for escalations across all channels, with a special focus on social media and high-profile incidents
Implement robust prevention strategies and systemic solutions that address the core issues to stop them from happening in the first place
Data-Driven Excellence: Leverage advanced data analytics and reporting to identify trends, forecast potential issues, and measure the impact of strategic initiatives
Use these insights to drive business decisions, optimize processes, and report on key performance indicators (KPIs) to senior leadership
Define & Manage Service Levels: Redefine and enforce service level agreements (SLAs) for all escalations, ensuring alignment with business goals and customer expectations
Drive process optimization to consistently exceed these SLAs, setting new benchmarks for efficiency and resolution
Cross-Functional Influence & Collaboration: Act as a key stakeholder and subject matter expert, partnering with senior leaders across Customer Service, Operations, Product, Marketing, and IT to champion customer-centric solutions
Drive alignment and accountability across departments to address and resolve complex issues
Process Optimization & Innovation: Continuously evaluate and redesign existing escalation workflows
Introduce innovative, data-driven process improvements and technology solutions that enhance operational efficiency and improve the customer experience
Leadership & Team Development: Mentor and develop the Escalation Management team, fostering a culture of excellence, empathy, and continuous improvement

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