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Senior Manager, Account Service
Job Description
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
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About Company
C1
Skills:
Market Research, Forecasting, Segmentation, Targeting, Project management, Strategic Planning, Analytical methodologies
Manager/Senior Manager Corporate Communications (Generalist) Core Human Capitald. e. shaw india private limited
Skills:
content management system (CMS), branding, Communications, project management, Stakeholder Management, digital platforms, Problem-solving
Skills:
Amazon Connect, Agile Project Management, Genesys, five9, CCaaS, Customer Service AI, Conversational AI, Nice
Skills:
Servicenow, Application Production Support, It Operations, Major Incident Management, Itil, Automation, Operational Excellence, SRE, Monitoring and APM platforms
Skills:
Saas, Sso, Integrations, solution architecture, Apis, Sftp, Incident Management, Enterprise Solutions, data flows, root-cause analysis