Manager, Escalation Fulfillment, Contact Center
Core
Review and assess escalations from the Inbound Department to identify, liaise, and resolve customer issues completely and promptly.
Role type
Manager, Escalation Fulfillment
Builds
Resolves escalated customer requests and feedback within established service turnaround times.
Domain
Banking / Customer Service
Deliverable
client delivery
Required skills
Escalation management, Customer issue resolution, Stakeholder liaison, Process improvement, Compliance monitoring, Complaint handling
Preferred skills
None stated
Technologies
None stated
Responsibilities
Review and assess escalations from Inbound Department; Ensure validity of escalations prior to escalating out to BU/SU; Liaise with business owners for acknowledgement and follow-up; Monitor BU/SU adherence to rules and regulations; Handle complaints and ensure callbacks are completed within promised timelines; Identify and support implementation of initiatives for contact centre process improvement.
Seniority
Manager
