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07/09 Ritu Gupta
Assistant Manager- Talent Aquisition at OYO

Views:2440 Applications:177 Rec. Actions:Recruiter Actions:9

OYO Rooms - Escalation Manager - IIM/ISB/MDI/FMS (10-12 yrs)

Gurgaon/Gurugram Job Code: 740564

Experience: 10 - 12 Years

Tier 1 B school candidate is preferred.

Must have:

- Experience in a leadership role in Customer Escalations/Stakeholder Escalations management scope.

- Tech background, as the role demands to liaise with tech team, understand and resolve the raised issues.

- People & Project Management skills, strong interpersonal, verbal and written communication skills.

- We are looking for someone who has experience in setting up escalations management processes in a big setup (in terms of no of people involved, the scale of cross functions escalations).

- One who can create, implement and measure Escalation performance metrics.

Key Responsibility: Reviewing the root cause of escalation for improving the escalation procedures, create and maintaining compliance on escalation policies, ensure compliance with internal cross-functional teams.

- Bring order, structure, and focused management attention to the stakeholder's problems.

- We expect him/her to bring in and implement current industry best practices in escalations management scope (Ticketing System Process, Quality Assurance, Automation and Preventive Maintenance etc.

Women-friendly workplace:

Maternity and Paternity Benefits

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