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