Manager, Escalation Fulfillment, Contact Center
Core
Review and assess customer escalations from the Inbound Department to identify, liaise, and resolve issues completely and promptly.
Role type
Manager, Escalation Fulfillment
Builds
Resolved customer issues and improved contact center processes
Domain
Banking / Customer Service
Deliverable
client delivery
Required skills
Escalation management, Stakeholder liaison, Process improvement, Complaint handling, Service level monitoring, Team leadership
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 within promised timelines; Recommend and support implementation of initiatives for process improvement.
Seniority
Manager, operational oversight
