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Escalations Manager

Company: VirtualVocations
Location: Erie
Posted on: October 31, 2024

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, Erie , Escalations Manager, Executive , Erie, Pennsylvania

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