Job Description:

Manage daily floor operations for a team of L2 escalation agents across all channels

Drive adherence to FRT and resolution SLAs; monitor real-time queues and reallocate resources to manage volume spikes

Conduct quality audits, call/chat listening, and coaching sessions to improve first-contact resolution and customer satisfaction (CSAT)

Own escalation handling for the most sensitive cases - order, prescription, delivery, or health-product-related complaints - ensuring compliant, empathetic, and accurate resolution

Track and report team-level metrics: volume, AHT, FRT, shrinkage, backlog, and CSAT to the CS Lead

Identify recurring issue patterns and work with Product/Ops/CRM teams to reduce repeat escalations

Manage attendance, shift rostering, and shrinkage within the team to protect service levels

Onboard, train, and upskill current agents; maintain SOPs and knowledge base content for the escalations desk

Support manpower planning and backlog-clearance initiatives during demand surges

📌 Team Leader –Escalations (India)
🏢 Acme Services Private
📍 India