Escalation Manager
Zensar Technologies - Westborough, MA

This job posting is no longer available on Zensar Technologies. Find similar jobs: Escalation Manager jobs - Zensar Technologies jobs

Job Descriptions:
Zensar Technologies is among the top providers of Infrastructure Management Services (IMS) globally. Following the acquisition of Akibia Inc. in 2010, Global IM is the largest practice of Zensar which delivers nearly one-third of Zensar global revenues. The IMS portfolio is very comprehensive and has offerings right from Data Center services (including ‘break-fix’ maintenance services), End User Computing services, Security & Compliance services to Remote Infrastructure management services from Zensar numerous centers around the globe.

Zensar is looking for a self-motivated, dedicated individual for their Westborough, MA Support Center.

The Service Desk Escalation Manager will be responsible for performing Escalation Management and overseeing operations of the service desk including proper ticket logging, assuring the correct procedures are being followed and adjusted or created when necessary, SLA Performance measurements, training new agents and reporting.

You must have excellent written and verbal communication skills and be capable of managing multiple customers. This role will require escalation of support issues at appropriate times and timely status updates to senior level management.

The Servicedesk Escalation Manager owns the management of the escalation end to end, from the time that the case is escalated to Post Escalation Review.


Lead focal point for the local region

Being the focal point for all escalations coming in to Technical Operations via Field, Sales, Customer, etc. Their responsibility is to drive the escalation to satisfactory closure and document Technical & non-technical RCA (Root Cause Analyses)

The local focal point to receive and address process improvement recommendations

The local focal point for questions on processes and procedures

Quality case monitoring & management

Monitor call handling / hand off to ensure cases are being handled promptly and by priority

Document case quality analyses on random cases

Provide feedback to managers on case and process performance at an individual level

Track and report on daily case aging performance

Generating reports for the Technical Operations department

Training associates on new or revised processes

Required Experience:
Minimum 5 years experience in a Customer Support Center environment

Proven work experience in a similar role

Excellent verbal and written communication

Able to deal with stress

Able to multi-task

Able to work in a matrix managed environment

Able to collaborate with management and team members

Able to work from the office 5-days a week

Keyword: Escalation manager, Servicedesk, Call center, Quality, process, procedure
From: Zensar Technologies

Zensar Technologies - 23 months ago - save job
About this company
106 reviews
Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...