Escalation Manager

Job description

TCS Hiring!!! Role & responsibilities Role Summary Support Staff roles ensure operational excellence, governance, quality, workforce adherence, training, and performance management across Service Desk operations supporting GCP, GWS, and Billing services. Key Responsibilities (RoleDependent) • Monitor case flow, quality, adherence, and SLA/SLO compliance • Perform quality audits and provide structured feedback to agents • Manage realtime queue performance and workforce adherence • Deliver onboarding and ongoing technical/nontechnical training • Support performance management, coaching, and reporting • Analyze operational data to identify trends and improvement areas • Act as escalation points for operational or process issues • Ensure compliance with defined processes, policies, and governance standards Required Skills & Competencies • Strong understanding of Service operations and metrics • Experience with case management systems and dashboards • Analytical and reporting capabilities • Stakeholder and communication skills • Ability to drive process adherence and continuous improvement Experience & Qualifications • 412 years of relevant experience (depending on role: Team Manager / Ops Manager/Escalation Manager ) • Experience supporting IT / Cloud / Managed Services environments • Google Cloud certification preferred for leadership roles • Strong English communication skills