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
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 - 17 months ago
Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...