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Escalation Manager
Selecting the Right Escalation Managers
Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Escalation Manager, not all companies have the right processes that can warrant best hires.
At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Escalation Manager.
As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Escalation Manager or a team of Escalation Managers. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.
Escalation Manager Job Description Template
Escalation Manager
The Technical Escalation Manager is responsible for providing proactive monitoring and client escalation management and in support of our clients with their cloud and product needs. Work with client to test and confirm readiness to deploy remediated solutions to their production environments.
- The Escalation Manager is accountable for creating compelling, relevant, effective, multi-touchpoint commerce experiences .
- Influences positive client outcomes by coordinating and program managing resolution pathways via a cross functional team.
- The Escalation Manager creates detailed Communication Plans, testable Exit Criteria and complex Project Plans to achieve them.
- The Escalation Manager actively communicates to internal stakeholders on resolution progress and outcomes.
- The Escalation Manager helps the organization apply these learnings to avoid having other clients experience a critical situation in the future.
- Coordinates the response to escalated issues and ensure problems are solved quickly.
- Drives the communication towards key internal and external stakeholders during escalations. .
- Strong executive presence, including ability to partner with and effectively influence client managers, directors, VPs, and CMOs.
- Creative problem-solving skills, including the ability to understand the impact of technical changes.
- Articulate high-level technical solutions to address business problems.
- Be the central client point of contact throughout the life of the engagement, beginning during pre-sales.
- Maintain solid governance, communication and change management with client teams and internal team.
- Manage the delivery team on a day-to-day basis, maintain the program / project plan, and oversee the delivery process.
- Previous Program / Project Management experience, ideally within the Software Industry.
- Ability to frame and communicate technical issues to a broad constituency. .
We know that communication starts from speaking common languages, thus we put this aspect as a first factor in our selection process, we do not proceed with hiring for Escalation Manager before making sure that the candidate passes the language ability tests first.
The ability of self-explanation ( writing – speaking )
The ability of describing problems structurally and technically ( writing & speaking)
The ability of explaining ideas, situations and problems ( reading, writing & speaking)
This part mainly measures the logical, numerical and analytical aptitude of each candidate, top ones are the only ones we select for next stages.
We have a set of interview tests that measure the agreeability levels of each candidate for
Escalation Manager, we do so as we believe that likability of any person starts from the ability
to achieve high levels of agreeability without compromising critical thinking.
We also measure the creativity side of the Escalation Manager you look for, where we see when and how each
candidate can apply out-of-the-box and innovative ways of fixing problems or creating new solutions.
Some people can do well when working on their own, some others cannot!
Knowing this matters a lot when hiring a Escalation Manager with regard to the team size needed.
Remote work needs a special level of team work skills, so we make sure that your Escalation Manager can adapt and work well with your team
and be quickly part of it if needed.
We care about hiring someone who can deliver, create and perform the way you expect
with passion and enthusiasm.
We assess our people’s technical abilities on the merits of achievements more
than anything else.
Hiring the right Escalation Manager is an uneasy decision, we consider
measing the actual technical skills of each candidate.
Having a great resume
is just the start for us, we select candidates know what they say
they know!
We conduct advanced technical tests to make sure we cover the needed knowledge your
Escalation Manager needs to have to excel for your business.
We weigh academic qualifications as well, we also request our full time employees to submit their education evidence as a major hiring rule to follow. We believe having the right academic qualifications can make a great difference, especially in advanced science based areas like electronic design, engineering planning...etc.
One important metric for us is the ability of your Escalation Manager to learn new skills, so we make sure that we select people who are only dynamic and willing to learn new ones.
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Frequently asked questions
