Lineupx Technology - Escalation Specialist

Job Description :

Minimum 5 years of experience

Roles and Responsibilities :

- Manage Outsourced Contact Centre Partner

- Manage and coordinate escalated issues with appropriate stakeholders in the Group.

- Manage day-to-day operational requirements between the Outsourced Partner & multiple functions across organisation & group companies.

- Manage Escalated cases directly with the Customer Integrate with Technology team across group companies to expedite resolution.

- Deliver Superlative service & Customer response across channel (Chat/Social/Email/Call)

- Work closely with Training, Quality & Business Operations Teams for process implementation.

Requirements :

- Minimum 5 years in a Contact Centre Management

- Experience in Managing multi channel Contact centres - Chat/Social/Email/Inbound/Outbound processes

- Experience in Vendor Management

- Working knowledge & experience in Contact Centre technology tools

- Should have worked in Multi-stakeholder environment.

- Ability to establish credibility and rapport with all key stakeholders including product, marketing, engineering teams

- He/she should thrive in a fast-paced and ambiguous environment.

- Strong written and verbal communication skills