Kochi Kerala Shift manager Jobs – 148 Open Jobs Today

Zonal Escalation Desk Executive
LISCOM SOLUTIONS & SERVICES PVT. LTD —Vyttila, Kochi, Kerala
- From ₹15,000 a month
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
- Health insurance
- Flexible schedule
Quick apply
2d
Senior Claims Specialist
EXL Service —Kochi, Kerala
- Overnight shift
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Quick apply
2d
Human Resources Manager
OPTIMAL —Kochi, Kerala
- From ₹30,000 a month
- Full-time
- Master's degree
- Human resources
- Recruiting
- Health insurance
- Paid time off
Quick apply
Senior Front Office Assistant
THE AVENUE REGENT —Kochi, Kerala
- ₹15,000 - ₹20,000 a month
- Weekend availability
- English
- Computer skills
- In-person
- Flexible schedule
Quick apply
1d
Assistant Store Manager
Nearbymart Hypermarket —Edapally, Kochi, Kerala
- ₹17,500 - ₹22,500 a month
- Full-time
- Team management
- In-person
Quick apply
Assistant Manager – Claims Adjudication / Adjustor
EXL Service —Kochi, Kerala
- Overnight shift
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Outlook
Quick apply
2d
Front Office Manager
Marriott International, Inc —Kochi, Kerala
- Full-time
- No experience needed
- 12th Pass
- Front desk
ED Manager/Team Lead
Sunrise Hospital —Kakkanad, Kochi, Kerala
- From ₹25,000 a month
- Full-time
- Nursing
- B.Sc
- Master's degree
Quick apply
Inside Sales Manager (B2B - Music Tech)
Noctil —Kochi, Kerala
- ₹4,20,000 - ₹5,50,000 a year
- Full-time
- Sales
- Salesforce
- English
- Paid time off
- Flexible schedule
Quick apply
Assistant Manager - Stewarding
Marriott International, Inc —Kochi, Kerala
- Full-time
- 12th Pass
- Business Administration
- Hotel experience
10d
Territory Sales Manager
UPS —Kochi, Kerala
- Microsoft Office
- Bachelor's degree
- Travel
8d
Marketing Manager
Falcon Academy —Kochi, Kerala
- ₹25,000 - ₹30,000 a month
- Full-time
- Up to 50% travel
- English
- Master's degree
Quick apply
Team Leader- US Payroll
Strada Global —Kochi, Kerala
- Supervising experience
- Bachelor's degree
- Diploma
- Health insurance
- Paid time off
RMS-Global Monitoring System-DS
EY —Kochi, Kerala
- Microsoft Powerpoint
- Microsoft Excel
- Customer service
1d
Security Field Officer (Ernakulam Local Only)
Infinity Protections —Kadavanthara, Kochi, Kerala
- ₹22,500 - ₹25,000 a month
- Full-time
- English
- 12th Pass
- Bachelor's degree
- Health insurance
- Cell phone reimbursement
Quick apply
Social Media Manager | Architecture Firm
Katha Architects —Panampilly Nagar, Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Overnight shift
- Social media management
- English
- Bachelor's degree
- Flexible schedule
- Food provided
Quick apply
4403104-Lead Assistant Manager
EXL Service —Kochi, Kerala
- Full-time
- Microsoft Office
- Master's degree
- Analysis skills
KFC Team Member
Devyani International Limited —Tripunithura, Kochi, Kerala
- ₹13,000 a month
- Full-time
- Serving
- Customer service
- In-person
- Health insurance
- Paid time off
Quick apply
Manager - Australian Accounting
IDCREX —Kochi, Kerala
- Accounting
- Accounting
- Tax experience
3838888-Assistant Manager
EXL Service —Kochi, Kerala
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Medicine

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Zonal Escalation Desk Executive

LISCOM SOLUTIONS & SERVICES PVT. LTD -
Vyttila, Kochi, Kerala

Quick apply

Job details

Permanent | Full-time
From ₹15,000 a month
2 days ago

Benefits

Provident Fund
Health insurance
Flexible schedule

Qualifications

Microsoft Excel
Customer service
Microsoft Office
Analysis skills
Bachelor's degree
Communication skills

Full job description

Job Summary

Liscom Solutions and Services Pvt. Ltd. is looking for a Zonal Escalation Desk Executive to handle and coordinate customer and operational escalations for the Vodafone Idea Limited (Vi) process.

The Executive will be responsible for receiving, tracking, coordinating, and resolving escalated complaints within the defined SLA/TAT. The role requires excellent communication, customer-handling, follow-up, and problem-solving skills.

Key ResponsibilitiesEscalation Handling

Manage and monitor high-level customer and operational escalations across the assigned zone.
Act as the single point of contact for critical complaints and unresolved issues.
Coordinate with regional/zonal teams, branch managers, operations, sales, service, and other departments to ensure timely resolution.
Analyze escalations to identify root causes, recurring issues, and process gaps.
Track escalation cases from initiation to closure and ensure adherence to TAT/SLA.
Prepare and share daily/weekly/monthly escalation reports l
Prioritize cases based on urgency, customer impact, financial risk, and business importance.
Handle sensitive or difficult customer interactions professionally and provide appropriate resolutions.
Escalate critical cases to senior leadership when required.
Conduct regular reviews with relevant teams to reduce repeat complaints and unresolved cases.
Develop corrective and preventive actions to improve customer experience and operational efficiency.
Ensure compliance with company policies, regulatory requirements, and escalation procedures.

Coordination & Follow-up

Coordinate with Vodafone Idea teams and internal departments for resolution of escalated cases.
Liaise with Customer Care, Sales, Retail, Billing, Technical Support, Backend, and other relevant teams.
Maintain regular follow-up on pending escalations.
Escalate unresolved or critical cases to the reporting manager within the required timeframe.
Ensure proper closure of cases after confirmation of resolution.

Customer Service

Communicate professionally with customers regarding their complaints and concerns.
Demonstrate patience and empathy while handling difficult or dissatisfied customers.
Provide clear and accurate information without making unauthorized commitments.
Focus on achieving customer satisfaction while following process guidelines.

SLA & TAT Monitoring

Monitor the status of assigned escalations and ensure timely resolution.
Identify cases approaching SLA/TAT breach and take immediate action.
Maintain proper records of pending, resolved, and ageing cases.
Ensure no escalation remains unattended or without appropriate follow-up.

Reporting & Documentation

Maintain accurate escalation records and case documentation.
Prepare daily and periodic escalation status reports.
Track escalation volumes, resolution status, and pending cases.
Share important or recurring issues with the reporting manager.
Maintain proper documentation of major escalations and their resolutions.

Root Cause & Process Improvement

Identify recurring customer complaints and operational issues.
Assist the team in identifying the root cause of repeated escalations.
Highlight process gaps and recurring issues to the concerned team.
Suggest improvements to reduce repeat escalations and improve customer experience.

Quality & Compliance

Follow Vodafone Idea process guidelines, SOPs, and quality standards.
Maintain confidentiality of customer and business information.
Ensure accurate information is entered into the relevant systems.
Adhere to company policies, attendance requirements, and operational procedures.
Maintain professional conduct while dealing with customers and stakeholders.

Key Performance Indicators (KPIs)

Escalation Resolution TAT
SLA Adherence
Escalation Closure Rate
Pending / Ageing Escalations
Repeat Escalation Rate
Customer Satisfaction
Quality Score
Accuracy of Case Updates
Productivity
Process Compliance

Required Skills & Competencies

Excellent verbal and written communication skills.
Good customer-handling and interpersonal skills.
Strong follow-up and coordination abilities.
Good problem-solving and analytical skills.
Ability to remain calm while handling difficult customers.
Good knowledge of MS Office, particularly Excel and Word.
Basic knowledge of SLA, TAT, escalation management, and customer service processes.
Ability to multitask and prioritize urgent cases.
Strong attention to detail.
Ability to work effectively under pressure.

Educational Qualification

Bachelor's degree in any discipline.
Candidates with relevant BPO, customer service, or telecom experience will be preferred.

Experience

Minimum 1 year of experience in BPO, Customer Service, Telecom, Escalation Management, or Operations.
Experience handling customer complaints or escalations will be an advantage.
Prior experience in a Vodafone Idea / Telecom process will be preferred.

Work Requirements

Willingness to work in shifts based on business requirements.
Ability to handle high-volume escalations.
Flexibility to coordinate with multiple departments.
Ability to meet strict SLA and TAT requirements.
Should maintain professionalism and confidentiality at all times.

Ideal Candidate

The ideal candidate should be customer-focused, proactive, patient, and solution-oriented, with strong communication and follow-up skills. The candidate should be capable of taking ownership of escalated cases and ensuring timely resolution while maintaining excellent customer service standards.

Pay: From ₹15,000.00 per month

Benefits:

Flexible schedule
Health insurance
Provident Fund

Work Location: In person

Quick apply

Refine Your Search

shift manager jobs in kochi kerala

Zonal Escalation Desk Executive

Senior Claims Specialist

Human Resources Manager

Senior Front Office Assistant

Assistant Store Manager

Assistant Manager – Claims Adjudication / Adjustor

Front Office Manager

ED Manager/Team Lead

Inside Sales Manager (B2B - Music Tech)

Assistant Manager - Stewarding

Territory Sales Manager

Marketing Manager

Team Leader- US Payroll

RMS-Global Monitoring System-DS

Security Field Officer (Ernakulam Local Only)

Social Media Manager | Architecture Firm

4403104-Lead Assistant Manager

KFC Team Member

Manager - Australian Accounting

3838888-Assistant Manager

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