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GM Escalations and ORM

Employer
Confidential
Location
Bangalore Bengaluru Karnataka, Karnataka, India
Salary
Competitive Salary
Closing date
Jun 24, 2024

View more

Job Role
Other
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Understand the larger CX vision and evaluate contact centre's role & manage the Brand perception end to end while
tapping on the relationships within the org.
. Identify and understand CX voice and constantly look for ideas to protect the CX and the Brand 24/7
. Structurally setup, enable and lead the Contact Centre Escalations teams to be robust in proactively identify and solve
problems
. Identify & execute industry best Complaint/ORM and Escalation management practices at all levels
. Working with and across multiple stakeholders and partners to:
o Prioritize and solve escalations with Continuous ideation to ensure visibility, traction and ultimate closure of
complaints
o Identify pits and create peak experiences for CX, DX, RX within and outside the lifecycle
o Design clear escalation systems and processes
o Learn from escalations and improve future customer service interactions
. Setup and monitor the right escalation KPIs with each contributor (Agent, Team lead, Managers, Partners etc)
. Balance and help achieve the best combination of speed, cost and reliability
. Develop leaders at all levels while maintaining the employee satisfaction ratings and collaborate to build great place
to work
. Regularly evaluate the effectiveness of the existing model of support, each customer touchpoints and processes
. Act as a single point of contact for managing all contact centre related exceptions and major incidents

Skills: Escalation, Orm, Grievance

Experience: 0.00-0.00 Years

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