- Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases
- Assign 100% of cases to the appropriate internal resource within defined SLA targets
- Analyze case details to determine priority, ownership, and appropriate routing path
- Collaborate with internal teams and senior team members when case ownership or routing is unclear
- Respond to internal chat and email requests promptly
- Prioritize high-visibility communications, including executive-level escalations
- Maintain awareness of queue health, workload distribution, and team availability
- Proactively escalate risks or challenges impacting case assignment
- Support reporting, data tracking, and operational analysis activities
- Participate in coverage rotations, including potential weekend or on-call support
Operations Management