Support Operations Lead (Escalations)

As a leader of the escalations team, your main responsibility will be to oversee and manage the team to effectively resolve complex customer issues related to visa processing in a timely manner. You will be the primary point of contact for high-priority client escalations, ensuring that cases are properly documented and communicated throughout the resolution process. Collaboration with cross-functional teams such as operations, customer support, documentation, and legal will be essential to address systemic issues effectively. One of your key tasks will be to analyze escalation trends to pinpoint root causes and implement measures to prevent similar issues in the future. By developing Standard Operating Procedures (SOPs) and training materials, you will empower frontline teams to handle common problems independently, ultimately reducing the volume of escalations. Monitoring team performance through Key Performance Indicators (KPIs) and ensuring compliance with service-level agreements and standards will be crucial to maintain quality service. You will also be responsible for delivering regular reports to senior management, providing insights on escalation metrics, resolution timelines, and customer satisfaction outcomes. This role requires a proactive approach to problem-solving, strong communication skills, and the ability to work collaboratively with various teams to achieve positive outcomes. If you are looking for a challenging opportunity to lead a team, drive process improvements, and contribute to overall customer satisfaction, this role may be the right fit for you. To apply for this position, please visit btwgroup.co/careers. This is a full-time position suitable for fresher candidates. The work location for this role is in person.,