Key Deliverables
- Lead and develop a high-performing team managing service incidents and escalations
- Ensure consistent and timely issue resolution across all MSSC shift teams
- Define and enforce best practice processes for client service delivery
- Monitor performance and ticket quality through reporting tools and dashboards
Role Responsibilities
- Act as escalation point for client issues and ensure resolution ownership
- Coach technical staff and promote skill development
- Oversee daily operational metrics, including ticket and call quality
- Communicate critical issues and performance updates to leadership
📌 Senior Manager, Account Service (Secunderabad)
🏢 C1
📍 Secunderabad
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