Role PurposeThe purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.DoOversee and support process by reviewing daily transactions on performance parametersReview performance dashboard and the scores for the teamSupport the team in improving performance parameters by providing technical support and process guidanceRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsEnsure standard processes and procedures are followed to resolve all client queriesResolve client queries as per the SLA's defined in the contractDevelop understanding of process/product for the team members to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoid legal challenges by monitoring compliance with service agreementsHandle technical escalations through effective diagnosis and troubleshooting of client queriesManage and resolve technical roadblocks/escalations as per SLA and quality requirementsIf unable to resolve the issues, timely escalate the issues to TA & SESProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsTroubleshoot all client queries in a user-friendly, courteous and professional mannerOffer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA'sBuild people capability to ensure operational excellence and maintain superior customer service levels of the existing account/clientMentor and guide Production Specialists on improving technical knowledgeCollate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production SpecialistDevelop and conduct trainings (Triages) within products for production specialist as per targetInform client about the triages being conductedUndertake product trainings to stay current with product features, changes and updatesEnroll in product specific and any other trainings per client requirements/recommendationsIdentify and document most common problems and recommend appropriate resolutions to the teamUpdate job knowledge by participating in self-learning opportunities and maintaining personal networksStakeholder InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalTeam LeadersPerformance reviewHRHiring and employee engagement and retentionTA, SEsEscalation and issue resolutionProduction SpecialistTraining, issue escalation/resolutionExternalClientQuery ResolutionDisplayLists the competencies required to perform this role effectively:Functional Competencies/Skill Process Knowledge - Knowledge of assigned process, tools and systems - CompetentCompetency LevelsFoundationKnowledgeable about the competency requirements.
Demonstrates (in parts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency without guidance.
Extends the competency to difficult and unknown situations as well.ExpertApplies the competency in all situations and serves as a guide to others as well.MasterCoaches others and builds organizational capability in the competency area.
Serves as a key resource for that competency and is recognized within the entire organization.Behavioral Competencies Domain KnowledgeCollaborative workingProblem solving and decision makingAttention to DetailExecution ExcellenceStakeholder ManagementClient (Internal) CentricityEffective CommunicationDeliverNo.Performance ParameterMeasure1.ProcessNo.
of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ESAT2.Team ManagementProductivity, efficiency, absenteeism3.Capability developmentTriages completed, Technical Test performance#J-18808-Ljbffr
