 Overview:
**Role Purpose**
- The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists. _
**Do**
- ** Oversee and support process by reviewing daily transactionson performance parameters**
- _ Review performance dashboard and the scores for the team_
- _ Support the team in improving performance parameters byproviding 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 resolveall client queries_
- _ Resolve client queries as per the SLA’s defined in thecontract _
- _Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting _
- _Document and analyze call logs to spot most occurring trends toprevent future problems_
- _ Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
- _ Avoids legal challenges by monitoring compliance with serviceagreements_
- **
Handle technical escalations through effective diagnosis andtroubleshooting of client queries**
- _ Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements _
- _If unable to resolve the issues, timely escalate the issues toTA & SES_
- _ Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
- _ Troubleshoot all client queries in a user-friendly, courteousand professional manner_
- _ Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business_
- _ Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
- _ Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s_
- **
Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**
- _ Mentor and guide Production Specialists on improving technicalknowledge_
- _ Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist _
- _Develop and conduct trainings (Triages) within products forproduction specialist as per target_
- _ Inform client about the triages being conducted_
- _ Undertake product trainings to stay current with productfeatures, changes and updates_
- _ Enroll in product specific and any other trainings per clientrequirements/recommendations_
- _ Identify and document most common problems and recommendappropriate resolutions to the team_
- _ Update job knowledge by participating in self learningopportunities and maintaining personal networks_
**Stakeholder Interaction**
**Stakeholder Type**
**Stakeholder Identification**
**Purpose of Interaction**
**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- TA, SEs_
- Escalation and issue resolution_
- Production Specialist_
- Training, issue escalation/ resolution_
**External**
- Client_
- Query Resolution_
**Display**
Lists the competencies required to perform this role effectively:
- **
Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools andsystems - **Competent**
**Competency Levels**
**Foundation**
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.
**Competent**
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
**Expert**
Applies the competency in all situations and is serves as a guide toothers as well.
**Master**
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
- **
Behavioral Competencies**
- Domain Knowledge
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Stakeholder Management
- Client (Internal) Centricity
- Effective Communication
**Deliver**
**No.**
**Performance Parameter**
**Measure**
1.
Process
No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT
2.
Team Management
Productivity, efficiency, absenteeism
3.
Capability development
Triages completed, Technical Test performance