![]() In addition, demand for escalation specialists is expected to increase as more companies outsource their customer service operations to call centers in other countries. The employment of escalation specialists is expected to grow much faster than average over the next decade.ĭemand for these workers will increase as companies seek to reduce costs and improve efficiency by outsourcing some of their customer service functions. They may also earn additional compensation in the form of bonuses or commissions. ![]() Creating reports on conflict activity and employee performance to share with supervisorsĮscalation specialists’ salaries vary depending on their level of education, years of experience, and the size and industry of the company.Monitoring employee attendance and productivity through computerized tracking systems or other means.Overseeing the implementation of new conflict management policies and procedures to ensure that they are effective.Participating in mediation sessions or other forms of conflict resolution to help parties reach an agreement.Recommending disciplinary action to be taken against employees who violate workplace policies or procedures.Monitoring employee performance and work quality to ensure that standards are being met.Intervening in conflicts between employees to help them reach an agreement that satisfies both parties.Providing training to employees on conflict management skills, including how to appropriately handle different types of disputes. ![]() Conducting investigations to determine whether conflicts are escalating or if new conflicts are developing. ![]() Escalation Specialist Job DutiesĮscalation specialists have a wide range of responsibilities, which can include: This allows them to provide frontline employees with guidance on how to handle certain situations while also providing managers with feedback about how these situations were handled. They work with customers to identify their concerns, determine the best course of action, and resolve any outstanding issues in a timely fashion.Įscalation specialists may also act as liaisons between frontline employees and higher-level management. Escalation specialists are responsible for handling customer complaints and resolving issues that can’t be handled at the frontline level. ![]()
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