Job Description

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Role Purpose

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The 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.

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Do

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Oversee and support process by reviewing daily transactions on performance parameters

+ Review performance dashboard and the scores for the team
+ Support the team in improving performance parameters by providing technical support and process guidance
+ Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
+ Ensure standard processes and procedures are followed to resolve all client queries
+ Resolve client queries as per the SLA's defined in the contract
+ Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
+ Document and analyze call logs to spot most occurring trends to prevent future problems
+ Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
+ Ensure all product information and disclosures are given to clients before and after the call/email requests
+ Avoids legal challenges by monitoring compliance with service agreements

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Handle technical escalations through effective diagnosis and troubleshooting of client queries

+ Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
+ If unable to resolve the issues, timely escalate the issues to TA & SES
+ Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
+ Troubleshoot all client queries in a user-friendly, courteous and professional manner
+ Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
+ Organize ideas and effectively communicate oral messages appropriate to listeners and situations
+ Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's

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Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

+ Mentor and guide Production Specialists on improving technical knowledge
+ Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
+ Develop and conduct trainings (Triages) within products for production specialist as per target
+ Inform client about the triages being conducted
+ Undertake product trainings to stay current with product features, changes and updates
+ Enroll in product specific and any other trainings per client requirements/recommendations
+ Identify and document most common problems and recommend appropriate resolutions to the team
+ Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No Performance Parameter Measure


1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT


2 Team Management Productivity, efficiency, absenteeism


3 Capability development Triages completed, Technical Test performance