171 Escalation Handling Jobs - Page 6

Job Description: Lead and manage a team of customer support executives handling international voice, email, or chat processes Monitor team performance and ensure achievement of KPIs such as CSAT, FCR, AHT, and SLA adherence Provide guidance, coaching, and support to team members to improve performance and productivity Handle escalated customer queries and ensure prompt resolution Conduct regular team meetings, performance reviews, and feedback sessions Prepare daily/weekly reports and communicate updates to management Collaborate with quality, training, and workforce management teams to align on performance and goals Ensure process compliance and adherence to company and client policies Promote a positive work environment focused on customer satisfaction and team engagement

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Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery performance of the team The role will also require the individual to motivate, mentor, coach and groom the team Required Candidate profile Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Ensure team meets/exceeds metrics: CSAT, FCR, AHT, resolution rate Perks and benefits Perks and Benefits

Role & responsibilities Make outbound calls to customers with overdue payments. Explain the due amount, payment terms, and consequences of non-payment. Negotiate repayment plans when required. Maintain accurate records of calls, payments, and follow-ups in the system. Coordinate with the field team regarding the payments and follow-ups. Follow escalation processes for non-cooperative customers. Meet daily, weekly, and monthly recovery targets. Provide regular updates to team leads or supervisors.

I. Position Summary Service Support Analyst play a crucial role in Managing customer support operations Ensuring high-quality service delivery Promoting customer satisfaction They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization. II. Skills and Competencies Excellent Written and Oral communication skills Interpersonal skills Logical thinking and decision making III. Minimum Qualifications and Experience Graduate fresher with PDC Undergraduate with 1+ years of experience in customer support voice process.

Job Title: Deputy Manager Team Leader Division: Lead Management System Location: Ghansoli (Mahape – Navi Mumbai) Experience Required: 4 to 8 years (Sales/Telesales experience preferred) Qualification: Bachelor's degree in Administration, Commerce, Management, or a related field Compensation: Fixed Salary + Incentives + Annual Bonus + Medical Benefits Employment Type: Full-Time | Work from Office Function Area: Team Management / Tele Sales About the Role: We are seeking a dynamic and experienced Deputy Manager to lead our high-performing telesales team. The ideal candidate will have a proven track record in team leadership, sales strategy execution , and employee performance enhancement . This is an exciting opportunity to shape a growing team within our Lead Management System division. Key Responsibilities: Motivate, coach, and inspire team members to exceed performance expectations. Lead team communications, ensuring clarity, consistency, and alignment with business goals. Drive team targets around lead conversion, customer acquisition, and sales. Create a strong sense of ownership and accountability within the team. Resolve employee issues, conflicts, and ensure a positive team environment. Provide hands-on training, coaching, and daily performance feedback. Monitor team schedules, ensure adherence, and manage absenteeism. Take ownership of escalated calls and customer grievances. Facilitate cross-functional collaboration to improve operational efficiency. Conduct team meetings and actively participate in weekly/monthly reviews. Maintain detailed reports of individual and team performance, ensuring target achievement. Promote continuous improvement and development opportunities for the team. Drive innovative approaches to boost team motivation and sales conversions. Skills & Competencies: Strong understanding of telesales processes and customer care techniques. Exceptional communication, leadership, and problem-solving skills. Ability to coach, mentor, and manage performance in a call center environment. Comfortable handling voice-logging systems, CRM tools, and telephony platforms. Analytical mindset with the ability to interpret performance metrics. Adaptable, flexible, and open to working extended hours when needed. Eligibility Criteria: Minimum 4 years of experience in telesales or call center operations. At least 2 years of experience in a Team Leader or Supervisory role. Bachelor’s degree in business, management, or a related discipline. Prior experience in financial services, insurance, or telecom sectors is a plus.

Customers centricity - Internal policies awareness and issue management - Basic MS Excel, Word and Outlook - Good Written communication - Client communication capability Attrition control by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach. Giving focus to new people by helping them to adjust in work environment and to supervisors for closure of the same like. Client KPI measurement, review with internal team and track in his review with team Ensuring ABCD ranking of his Team (CSA/TL) - Taking initiatives for process improvement Reduce client escalations my tacking open points in customer VOC/VOB, review, MOMS etc. - Study market for process comparison and share analysis with External and Internal customer team Eligibility Criteria .Qualification HSC. . Experience Min 1- 3 Years as an Am or Sr. TL for more than a year Experience preferred from Inbound process Process and product awareness Industry and domain knowledge

Working as a Team leader in outbound Collection for at least one year. Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues. Enforce adherence to security and data protection within organization. Facilitate and implement process improvement ideas to improve efficiency. Proactively identify problems and presenting solution Maintain good rapport with the team and ensure people bonding. Proper handholding of new CREs to ensure retention Listen to CRE calls, share coach team and feedback on performance. Handle customer escalations Ensure that employees adhere to rostered shift thus resulting in low shrinkage Ensure CREs complete their net Login hours and other KPIs. Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure. Manage, Lead & motivate the CREs to ensure their commitment and engagement. Ensure daily briefings on product & processes to keep his team abreast on new updates and product/process knowledge. Ensure adherence to committed quality, accuracy & turnaround of the processes Industry and domain knowledge Customer centricity Basic MS Excel, Word and Outlook Written and spoken communication Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided. Able to take quick and rational decision with knowledge of likely impact for basic issues. Eligibility Criteria Should have minimum 1 year experience in team Lead/Acting team leader. Should have experience in Outbound Collection/Recovery from Banking Collection /BPO tele-collection Background

Responsibilities: * Clinic Operations * Team Leadership * Customer Service * Inventory Management * Quality Control Health insurance Provident fund Free meal Over time allowance Maternity policy Performance bonus Referral bonus Leave encashment Gratuity

Should have experience in handling complex Inbound processes Must be excellent with written and spoken English Ability to handle difficult and challenging situations Should have experience in handling NH batches Showcase methodologies to reduce learning curves and improve NH delivery Airline experience will be an added advantage.

Key Responsibilities Minimum 1 year of experience as a Team Leader in voice-based inbound customer support Lead, motivate, coach, and counsel Customer Relations Executives (CREs) to meet KPIs and SLAs Collaborate with internal departments to resolve CRE and customer concerns effectively Enforce compliance with security and data protection standards Drive process improvements to increase operational efficiency Identify problems proactively and recommend effective solutions Maintain team rapport and strong employee engagement Provide structured handholding and support to new CREs for better retention Monitor and coach CREs through call listening and performance feedback Handle customer escalations and ensure prompt resolution Manage shift rosters and minimize shrinkage Ensure adherence to login hours and other KPIs by CREs Escalate process-related issues such as system downtime or connectivity failures Conduct daily briefings to update the team on new product or process changes Ensure quality, accuracy, and turnaround standards are consistently met Demonstrate industry and domain knowledge, customer focus, and strong communication skills Analyze trends and provide early solutions to emerging issues Make quick, informed decisions in response to operational challenges

Key Responsibilities Control attrition by resolving employee issues through a transparent and supportive approach Assist new hires in adjusting to the work environment and performance expectations Track potential attrition cases and intervene to retain employees Participate in warning systems and use EWS (Early Warning System), open houses, and retention tools effectively Drive quality control through daily audits and feedback by TLs/QAs, focusing on new and underperforming agents Utilize agent tenure and banding data for quality monitoring and targeted improvement Handle client escalations, maintain and track escalation closure using tracker sheets Manage day-to-day staffing to ensure low shrinkage and adherence to roster shifts through daily commitment checks Lead performance management efforts, set targets using goal sheets, and provide regular feedback Conduct daily briefings and reviews to communicate updates and maintain team alignment with targets and product knowledge

Key Responsibilities Team Management & Leadership Supervise, mentor, and manage a team of agents to consistently meet or exceed operational targets. Provide regular coaching, feedback, and support to drive performance and ensure service quality. Foster a positive, engaging work environment that promotes employee development and team cohesion. Resolve escalated issues effectively while maintaining high standards of customer service. Operational Excellence Monitor daily operations to ensure compliance with SLAs, KPIs, and client requirements. Identify gaps in workflows and implement process improvement strategies. Drive performance metrics related to quality, efficiency, and customer satisfaction. Collaborate with HR, Training, and Quality teams to align operations and enhance outcomes. Reporting & Performance Tracking Analyze key performance indicators and trends to inform decision-making and corrective actions. Develop and present performance reports to senior leadership, highlighting successes and areas for improvement. Offer data-driven insights and recommendations for ongoing process enhancements. Client Interaction & Relationship Management Build and maintain strong relationships with clients and stakeholders to ensure satisfaction. Attend client review meetings to discuss operational performance, share updates, and explore service improvement opportunities. Act as a point of contact for client concerns, ensuring timely and effective resolution.

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We're Hiring! | Manager Customer Service | NBFC Location: Bangalore CTC: 7–15 LPA Experience: 8–9 Years in Customer Service Qualification: Graduate Role Highlights: Handle escalated customer issues with a dedicated team Coordinate with departments for timely resolution Conduct workshops & train contact center teams Root cause analysis of complaints Ensure ticket closure within TAT & customer satisfaction MIS reporting for leadership Skills Required: Strong in Excel & Communication Deep knowledge of customer service process Experience in team coordination & escalations Share your CV at simran.goyal@in.experis.com #CustomerServiceJobs #ToyotaCareers #HiringNow #ManagerJobs #EscalationHandling #MISReporting #BangaloreJobs #CustomerSupport #JobOpening

Job Summary: We are looking for a skilled and experienced Escalation Specialist to join our Grievance team. The Escalation Specialist will handle complex customer issues that require additional attention and resolution, ensuring that customer concerns are addressed quickly and effectively. You will be a key part of our Grievance operations, working to enhance customer satisfaction and improve service delivery by resolving escalated cases. Key Responsibilities: Handle Escalated Cases: Take ownership of complex customer inquiries, complaints, and issues that have been escalated beyond the first-line support team. Act as the primary point of contact for these cases. Investigate and Resolve Issues: Work cross-functionally with relevant teams (e.g., product, engineering, sales, etc.) to investigate and resolve customer issues in a timely manner. Ensure Effective Communication: Keep customers informed about the status of their issues, offering transparent and professional communication throughout the resolution process. Maintain High Customer Satisfaction: Provide outstanding service and maintain customer satisfaction levels even in challenging or difficult circumstances. Aim to exceed customer expectations whenever possible. Analyze Root Causes: Investigate patterns or recurring issues that may require process improvements. Provide feedback to the management team to help prevent similar issues from arising in the future. Document and Track Escalations: Keep detailed records of all escalations, resolutions, and customer interactions for future reference and analysis. Follow Up on Resolutions: Ensure follow-up actions are completed after escalation issues are resolved to guarantee that customer satisfaction is maintained. Advocate for Customer Needs: Serve as the voice of the customer within the organization, advocating for their needs and ensuring they are understood by relevant internal stakeholders. Required Skills and Qualifications: Bachelor's degree in Business, Communication, or related field (or equivalent experience). 1 -2 years of experience in a customer service or support role, with at least 6 Months to 1 year of experience handling escalations. Strong problem-solving skills and a customer-centric approach. Ability to stay calm and professional in high-pressure situations. Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner. Ability to work independently and manage multiple escalated cases simultaneously. Proficient in using customer support software, CRM tools, and other business systems. Strong attention to detail and organizational skills. Ability to collaborate effectively with cross-functional teams to resolve issues.

Any Graduate with 1 year of relevant experience in reporting or MIS role is preferred. Respond to queries, handle level 1 escalations, and provide solutions for closure of open points Timely escalation of issues to the operation manager Preparation of MIS as per customer requirement Ensure the team is compliant with all quality requirements Monitoring daily dashboard and bringing in necessary preventive measures through detailed error analysis Involvement in project management reviews to understand the health of the unit and adopt necessary controls Ensure preparation of training and development plan for all the team members Should perform regular reviews with team members Undertake appraisal activity for associates, and provide necessary feedback and support in terms of career progression Manage absenteeism and attrition in a team effectively Engage and interact with customers to understand requirements and provide solutions

What You Will Be Doing: Build regional relationships with key decision makers at assigned suppliers to grow sales and market share in respective suppliers through various programs and marketing activities. Accountable to regional execution of the business and sales plan. Monitor and forecast performance within the region. Collaborate with the Global Supplier Management team to execute regional annual goals to advance the business. Establish appropriate branch and territory performance review cadence both internally and externally with suppliers to execute strategic initiatives. Execute go to market initiatives centered on key technologies and segments aligning regional investment to support. Field and resolve supplier and Arrow organization escalations.

Team Management:Supervise and mentor a team of customer service/financial advisors, ensuring high engagement and performance. Process Oversight:Monitor day-to-day operations of the BFSI process, ensuring adherence to SLAs, compliance call 7697428237 Required Candidate profile Prior exp in healthcare in Claims process Experience: Minimum 3 years in a BPO Healthcare process, with at least 1 year as a Team Lead.

Job Title: Nursing Officer Home Healthcare Operations Location: North Goa / Surat (Work from Office + Field Coordination) Experience Required: 7+ Years Industry: Healthcare / Home Healthcare Services Employment Type: Full-Time Compensation: As per industry standards Job Overview: We are hiring a highly experienced and dedicated Nursing Officer to lead and manage home healthcare services in North Goa and Surat . This role involves overseeing care delivery, managing a nursing team, developing care plans, handling escalations, and ensuring top-tier service quality for elderly clients. Key Responsibilities: Operations Management: Supervise the daily operations of the home healthcare unit, ensuring timely and efficient service delivery. Team Leadership: Lead a team of nurses and attendants including recruitment, training, performance management, and staff development. Care Plan Management: Design and periodically review personalized care plans in coordination with doctors and medical teams. Issue Resolution: Address escalations from patients or families professionally and ensure effective solutions. Training & Quality Control: Conduct regular training and mentoring programs to maintain high standards of patient care. Vendor Management: Handle empanelment and performance tracking of third-party nursing and attendant service providers. Collaborative Care: Coordinate with physicians, physiotherapists, and social workers for integrated elder care. Desired Candidate Profile: Education: BSc Nursing or GNM (General Nursing and Midwifery) from a recognized institution. Experience: Minimum 7 years of experience in healthcare, with at least 23 years in home healthcare services in a managerial/supervisory capacity. Skills & Attributes: Strong understanding of care planning for elderly patients Excellent communication and interpersonal skills Experience in training, mentoring, and people management Strong problem-solving and escalation handling skills Exposure to vendor empanelment and monitoring processes

Candidate Skill: Technical Skills LMS, LOS, Production Support, Issue Tracking, Escalation Handling, Stakeholder Coordination, Shift Support, Documentation, Communication, Non-Technical Support Job Description: We are looking for experienced Production Support Assistants with a strong background in non-technical support roles for a reputed organization in Pune. This is not a Business Analyst (BA) role. Key Requirements:Must have cleared Pre-Employment Requisites (PREP).Minimum 5 years of relevant experience in production support.Familiarity with LMS (Loan Management System) and LOS (Loan Origination System) is mandatory.Ability to handle escalations, support end-users, and coordinate with internal teams.Strong communication and coordination skills.Ability to document and track issues effectively.Work Schedule:5-day working week (any 5 days, including Saturday or Sunday). Rotational Shifts:10:00 AM 7:00 PM2:00 PM 11:00 PM Key Skills:Production SupportIssue Tracking and Escalation ManagementAwareness of LMS and LOSNon-technical Stakeholder CoordinationShift Flexibility

We are looking for Immediate joiners only. Job Summary We are seeking a highly organized and result-driven Call Center Manager (age below 35 years) to lead and manage our call center operations. The ideal candidate will be responsible for supervising the day-to-day activities of the call center team, ensuring performance targets are met, and delivering an exceptional customer experience across all touchpoints. The role requires strong leadership, team management, and data-driven decision-making capabilities. Key Responsibilities Supervise and manage daily operations of the call center including inbound and outbound teams. Set performance goals and KPIs for the team and ensure consistent achievement. Monitor calls and provide constructive feedback to improve service quality. Conduct regular team meetings, coaching, and performance reviews. Prepare reports on team performance, call metrics, and customer feedback. Coordinate with internal departments for smooth resolution of customer issues. Handle escalated calls and ensure prompt issue resolution. Help in Recruit, train, and onboard new call center agents as needed. Implement best practices and process improvements to increase productivity and efficiency. Ensure adherence to company policies, scripts, and quality standards. Requirements Bachelors degree in any discipline; additional certification in customer service is a plus. Minimum 8 years of experience in a call center, with at least 5 years in a team lead or managerial role. Strong communication and interpersonal skills. Proven ability to lead and motivate a team to achieve targets. Knowledge of call center software, CRM tools, and reporting systems. Excellent analytical and problem-solving skills. Ability to work under pressure and manage stressful situations calmly. Strong customer focus with a passion for delivering excellent service. Age must be below 35 years. Proficiency in MS Office, especially Excel and reporting dashboards. Why Join Caf Desire? A Culture of Growth: We believe in nurturing talent and providing continuous learning opportunities. Whether its skill enhancement, career progression, or leadership development, we empower our employees to reach their full potential. Work with a Market Leader: Caf Desire is a trusted name in the beverage vending industry , serving thousands of customers across industries. By joining us, you become a part of a brand that is respected, innovative, and growing rapidly. Recognition & Rewards: We celebrate our employees achievements, big and small. Our performance-driven culture ensures that your hard work is recognized and rewarded. A Supportive Team: We foster a collaborative and positive work environment where teamwork, respect, and mutual support are at the core of our success. Bringing Joy in Every Sip: As part of Caf Desire, you’ll contribute to enhancing workplace experiences for countless businesses by delivering high-quality products and excellent customer service. Career Growth Opportunities: We don’t just offer jobs; we offer careers ! If you're looking for stability, career advancement, and a company that values your ambitions , you’ve come to the right place. Be Part of Something Bigger: Join Caf Desire and be part of a mission to redefine the way people enjoy their beverages, one cup at a time! About the Company Radiant Consumer Appliances Pvt. Ltd., the parent company of Caf Desire , is a leader in the hot beverage vending industry , offering state-of-the-art coffee and tea vending machines along with premium-quality premixes. Since our inception, we have been revolutionizing workplaces by providing hassle-free, on-demand beverages that keep businesses running smoothly. With a strong presence across India and expanding globally, Caf Desire is known for its commitment to quality, innovation, and customer satisfaction . Our customers range from small businesses to large enterprises, and our goal is to deliver joy in every sip . We are not just a brand; we are a community of passionate individuals dedicated to creating delightful customer experiences. If you’re looking for a career where your skills and enthusiasm will be valued, this is the place for you! Visit us at www.cafedesire.co.in

Hi, We are hiring for ITES Company for Associate/Sr Associate - Quality Analyst/Reporting Role. Overview Quality Analyst / Reporting is a professional responsible for ensuring that products, services, or software meet defined quality standards, regulatory requirements, and customer expectations. Key responsibilities include conducting quality checks, managing the feedback loop, preparing daily/weekly reports, performing cross-calibration with clients, leading team huddles, and handling customer complaints. The role also involves applying Lean & Six Sigma methodologies to improve processes, tracking customer-based quality parameters, and ensuring customer data privacy. A deep understanding of utilities and a focus on overall customer experience are crucial Key Skills: a) Min 1 Year Experience in MIS Reporting b) Any Graduate c) Knowledge of Dashboards To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a)To Apply for above Job Role ( Kolkata) Type : Job Code # 232 Job description: Any Graduate with 1 year of relevant experience in reporting or MIS role is preferred. Respond to queries, handle level 1 escalations, and provide solutions for closure of open points Timely escalation of issues to the operation manager Preparation of MIS as per customer requirement Ensure the team is compliant with all quality requirements Monitoring daily dashboard and bringing in necessary preventive measures through detailed error analysis Involvement in project management reviews to understand the health of the unit and adopt necessary controls Ensure preparation of training and development plan for all the team members Should perform regular reviews with team members Undertake appraisal activity for associates, and provide necessary feedback and support in terms of career progression Manage absenteeism and attrition in a team effectively Engage and interact with customers to understand requirements and provide solutions

Oversee end-to-end operations of the AI-extracted statements verification process during assigned shift. Manage day-to-day activities and ensure timely and accurate processing by associates. Coordinate across teams including QA, Data Analysts, and client stakeholders to ensure seamless operations. Monitor and track productivity, SLA adherence, and update/manage shift rosters. Mentor team members , handle escalations, and promote a culture of continuous improvement. Maintain operational dashboards and provide performance reports to leadership. Requirements Bachelor's degree in any discipline. 8+ years of experience in KPO/BPO or back-office operations , with 1-2+ years in a team lead or shift management role. Strong leadership, communication , and conflict-resolution skills. Proven ability to manage cross-functional coordination and meet operational SLAs. Experience with performance metrics , dashboards, and reporting tools.

WHAT YOULL DO: The Senior Director in the Product/Customer Support is responsible for leading a Team of Managers, Assistant Manager, leads and associates, as well as acting as a knowledge resource for Product Lines owned (i.e., Leasing, Maintenance, Single Family, among others); and/or Contact Types assigned (i.e., Email, Chat, Voice, Technical etc.); ensuring consistent delivery of the high-quality products delivered by RealPage. The tasks include but are not limited to assisting the Manager with staffing, quality control, has shared accountability to overall customer satisfaction, problem identification and reporting assignments, assists in managing to achieve departmental SLAs (service level agreements), and has shared accountability. Senior Director will have direct responsibility for their team's daily performance, working with Workforce Management for the scheduling of the agents, daily/weekly/monthly reporting; schedule adherence; assist with training as it pertains to the position and providing input into performance reviews. The Senior Director will also play an active role in ensuring that department goals are being met or exceeded. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. Must provide ownership of the position and be able to effectively escalate problems or issues as they arise based off trained protocol. PRIMARY RESPONSIBILITIES: Performance: Collaborate with Managers/ Asst Manager/ Team leads to drive day-to-day operations in a seamless manner to ensure the groups deliverables are met Validate the process efficiency ideas within the group and shortlist the potential ideas for implementation by partnering with the manager Assist the team to complete the project and involve in cross-functional projects as needed Analyze and Derive insights from the reports and assist the managers Partners with the manager to prepare the goals relevant to the process and in line with the business KPIs Maintain seamless communication with the stakeholders Process : Oversee initiatives for multiple BUs/products, taking end to end ownership regarding piloting and stabilizing new products, onboard, train and set to high performance of all new hires. Leading Support transformation initiatives, driving global projects with minimum or no dependency. Monitors and directs the team regarding escalation management of backlog to ensure team can meet SLS standards. Coordinate with the Managers/ Asst Manager/ Team leads and handle the leave management for the team effectively ensuring right staffing Conduct annual performance reviews for the team members and work towards consolidation of performance ratings at team level Evaluate team members performance and initiate PIP as required along with providing support. Analyze the volume trends and provide inputs to the manager People: Managing a team of 150+ employees group. Conduct formal and informal connects to build strong working relationships with the Team Leads and team members to retain the talent. Driving Participation of the teams in engagement surveys and conduct collaboration activities Drive the completion of assigned courses and nominate team members for Instructor Led Trainings Validate the nominations and provide recommendations related to Rewards and Recognition Participate in the hiring process