Lead Analyst-Escalation Manager

CGI

5 - 10 years

7 - 12 Lacs

mumbai chennai

Posted:1 week ago| Platform:

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Skills Required

service delivery software development customer satisfaction stakeholder management business consulting business analysis systems integration customer experience

Work Mode

Hybrid

Job Type

Full Time

Job Description

End-to-End Escalation Management
Own and drive high-priority customer escalations from initiation to closure, ensuring timely resolution and clear communication throughout the process.

Your future duties and responsibilities:

Customer Satisfaction: Work closely with customers to understand concerns, provide transparent updates, and ensure expectations are met or exceeded
Stakeholder Communication: Maintain consistent and accurate communication with internal and external stakeholders, ensuring alignment on status, risks, and action plans
Cross-Functional Coordination: Collaborate with Product, Engineering, Operations, and Support teams to remove roadblocks and expedite issue resolution
Root Cause Analysis & Prevention: Facilitate post-incident reviews, identify root causes, and partner with relevant teams to implement long-term corrective actions
Operational Excellence: Monitor escalation trends, generate reports, and highlight improvement opportunities to enhance support processes and customer experience
Service Delivery Governance: Ensure SLA adherence, drive continuous improvement, and maintain high standards of service delivery performance

Required qualifications to be successful in this role:

Must-Have Skills:

5-10 years of experience in Escalation Management, Customer Success, or similar customer-facing operations
Strong communication and stakeholder management skills, with the ability to interact confidently with senior leadership
Proven track record of handling critical escalations in a fast-paced environment
Ability to work cross-functionally and influence without authority
Experience in incident management, problem management, or ITIL processes (preferred)
Strong analytical, decision-making, and conflict-resolution skills
Ability to remain calm, organized, and solution-oriented during high-pressure situations

Skills:

Business Analysis
Customer Experience Management
Advantage HRM
English

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