Senior Manager, Escalations

Manager of a large team or managers

Explorador de carreras · Customer Operations & Contact Centers · Escalations Management

M2 · Senior ManagerContribución individualSenior Manager

Standard where organizational scale supports the level

Qué implica el puesto

Autonomía: Multiple teams / one capability
Alcance: Multiple teams / one capability
Horizonte de tiempo: Quarterly-annual
Experticia y criterio: Balances portfolios, develops managers, allocates resources
Impacto esperado: Multi-team outcomes and bench strength

Habilidades esperadas (24)

Agrupadas en humanas, profesionales y técnicas. La proficiencia meta usa la escala P1–P5, y cada fila describe qué significa ese nivel para esa habilidad en particular.

Humanas (13)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Coaching Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Decision making Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Delegation Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Executive communication Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Feedback delivery Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Risk judgment Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Stakeholder management Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Strategic thinking Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Talent development Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Conflict resolution Communication & Influence	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
De-escalation Operational Human Skills	Supporting	P3	Adapts De-escalation in difficult situations and coaches others.
Inclusive leadership Collaboration & Leadership	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Service empathy Operational Human Skills	Supporting	P3	Adapts Service empathy in difficult situations and coaches others.

Profesionales (11)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Business acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Financial acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Performance management Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Case management Customer Operations & Contact Centers	Supporting	P3	Owns complex Case management cases/processes, improves controls and coaches colleagues.
Contact center analytics Customer Operations & Contact Centers	Supporting	P3	Owns complex Contact center analytics cases/processes, improves controls and coaches colleagues.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P3	Owns complex Customer Satisfaction (CSAT) cases/processes, improves controls and coaches colleagues.
Customer escalation management Customer Operations & Contact Centers	Supporting	P3	Owns complex Customer escalation management cases/processes, improves controls and coaches colleagues.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P3	Owns complex First Contact Resolution (FCR) cases/processes, improves controls and coaches colleagues.
Omnichannel customer service Customer Operations & Contact Centers	Supporting	P3	Owns complex Omnichannel customer service cases/processes, improves controls and coaches colleagues.
Resource management Program, Risk & Sustainability	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Ticket management Customer Operations & Contact Centers	Supporting	P3	Owns complex Ticket management cases/processes, improves controls and coaches colleagues.

Escalera de carrera

Se llega desde

Manager, EscalationsM1

Siguientes pasos

Director, EscalationsM3Ascenso en gestión
Move from multi-team management to department leadership; set functional strategy, operating model, workforce plan and investment priorities.

People management requires sustained evidence of coaching, performance management, staffing judgment and organizational leadership - not simply greater individual expertise.

Qué cambia para avanzar

Move from multi-team management to department leadership; set functional strategy, operating model, workforce plan and investment priorities.

Fuente: PROCOMER FTZ benchmark; SFIA; PMI · MF306-M2