Assistant Manager - Escalation

Role & responsibilities

• Manage inflow of inquiries and identify trends or issues, reporting them promptly.
  
• Analyze and address deficits between incoming requests and resolved cases.
  
• Ensure quality standards, customer experience, and service levels are consistently met.
  
• Monitor daily deliverables including shift adherence, roster adherence, and shrinkage.
  
• Maintain floor decorum and address advisor concerns.
  
• Micro-monitor Advisor performance and periodic productivity.
  
• Identify product bugs and collaborate with the product team to recreate SOPs.
  
• Collect user feedback and communicate insights to the product development team.
  
• Publish daily performance reports and create weekly review presentations for management.