Escalations Manager

At least 3 years of experience in escalations management. Familiarity with escalation processes and procedures. The ability to adapt to changing circumstances, handle pressure, and remain resilient in a fast-paced and demanding environment. At least 2 years experience in managing direct reports in a customer service or escalations management contact center role. Prior experience in team management or leadership is crucial. A strong background in customer service or support is essential. Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time, is valuable. Knowledge of process improvement methodologies, such as Six Sigma or Lean, is beneficial. Strong communication and collaboration skills are necessary for effective interaction with team members, stakeholders, and customers. The ability to analyze data, identify trends, and make data-driven decisions is important. Strong problem-solving skills are necessary to address complex customer issues, identify root causes, and propose effective solutions.

Manage a team of escalations and complaints specialists, providing training, oversight and support. Set clear performance goals, provide regular feedback, and administer performance evaluations. Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer satisfaction, response time and resolution time. Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns. Foster an environment of continuous improvement and customer first mentality. Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established. Serve as the primary point of contact for complex and high priority customer issues that require escalation. Ensure escalation resolution results in customer satisfaction and customer retention. Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the Logistics & Customer Support side. Reviewing and responding to customer requests for non-standard documentation, including non-standard requests for COIs, in line with company policy and after coordinating with appropriate parties. Assist with chargeback research and rebuttals. Develop and deploy a training program for Sr. Customer Support Agents to assume primary responsibility for customer escalation calls. Develop and implement an operating model that enables cross-functional capabilities and maximizes output and efficiency while not compromising customer satisfaction. Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining. Identify opportunities for cross-functional process alignment and outline recommendations for process design. Create a loop of feedback into Product Development, Operations, Finance, Sales and other departments