Staff, Escalations Manager

Responsibilities

• Leadership: Be the change agent, go-to person, subject matter expert for the team
• Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
• Manage onboarding & training of new team members. Creating & delivering structured training sessions
• Team Improvement
• Identify training / process improvement opportunities.
• Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
• Team Engagement
• Communicate openly and effectively with their team. Share updates and timely disseminate information
• Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.
• Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives.

Languages