Team Leader – L2 Escalations
Acme Services Private Limited
Bazargate, MumbaiPosted 4 days agoDiscoveredMatch locked
Full-timeCustomer Services Jobs
About the role
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 sensiti
Not included in the source posting: about the role, what you'll do, qualifications, benefits.
Who can apply
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