Escalations Team Leader

About the role

We are looking for a motivated and detail‑oriented Escalations Team Leader to oversee daily operations of our Escalations team. The role ensures complex and sensitive issues are resolved quickly, accurately, and within agreed service‑level agreements while acting as the key link between frontline agents, management and external stakeholders.

Key responsibilities

• Provide day‑to‑day operational leadership, managing work in line with SLAs and quality standards.
• Act as first point of escalation for complex matters and support the Escalations Manager as second‑in‑command during absences.
• Allocate, prioritize and monitor daily and weekly workflows, balancing workloads and proactively managing backlogs.
• Manage high‑profile escalation portfolios, ensuring end‑to‑end case handling with focus on first‑time resolution and accuracy.
• Assist with internal and external audits, conduct quality reviews and identify recurring errors or training gaps.
• Coach and support escalation agents, fostering a collaborative and accountable team environment.
• Drive adherence to processes, identify efficiency improvements and support risk‑mitigation initiatives.

Required profile

• Strong analytical mindset with the ability to manage complex, sensitive issues.
• Excellent communication skills for liaising with internal and external stakeholders.
• Proven ability to lead a team, coach staff and maintain high performance standards.
• Detail‑oriented with a focus on quality, compliance and continuous improvement.

Required skills