Escalation Manager - Mumbai - Top Indian Digital Conglomerate

a thoroughBasic Information

• Role Title: Escalation Manager

• Function/Sub-Function/Vertical: Escalation Desk-CS

• Work Location: TDL

• Work Experience: 5-7 years in escalation management

Experience and Skillset:

Primary Responsibilities:

1. Manage Customer Escalations:

• Act as the primary point of contact for handling customer escalations across multiple channels (email, phone, social media, etc.).
• Take ownership of high-impact and sensitive issues, ensuring timely resolution and customer satisfaction.

2. Root Cause Analysis (RCA):

• Conduct thorough investigation into escalated issues to determine the root cause.
• Collaborate with cross-functional teams (Product, Technical, Operations, etc.) to resolve issues and implement long-term fixes.

3. Timely Resolution & Communication:

• Ensure escalations are acknowledged, tracked, and resolved within defined SLAs.
• Provide clear, consistent, and empathetic communication to internal stakeholders and customers throughout the resolution process.

4. Process Improvement & Prevention:

• Identify patterns and trends in escalations to proactively improve systems, processes, or training.
• Recommend and implement process changes to reduce repeat issues and prevent future escalations.

5. Stakeholder Management:

• Liaise with senior leadership, internal teams, and external partners to facilitate resolution of complex cases.
• Provide regular updates on escalation metrics, case statuses, and areas of concern.

6. Documentation & Reporting:

• Maintain detailed and accurate records of all escalations and actions taken.
• Prepare escalation reports and dashboards for leadership review.

7. Training & Knowledge Sharing:

• Mentor frontline support teams on effective escalation handling.
• Conduct periodic training sessions to ensure consistent escalation handling procedures.

8. Customer Advocacy:

• Champion the voice of the customer within the organization.
• Work to restore customer trust and strengthen long-term relationships.

Preferred Qualifications:

• Proven experience in customer support, escalation handling, or service delivery roles.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to manage multiple escalations simultaneously in a high-pressure environment.
• Knowledge of CRM and ticketing tools (e.g., Zendesk, Salesforce, Freshdesk).
• Familiarity with SLA metrics, customer satisfaction KPIs (CSAT/NPS/resolution within TAT), and escalation workflows.

Education:

Masters in Business Administration

• Experience: 5-7 years of work experience in Escalations management.