Role Purpose
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.
Do
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
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
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
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 and systems – Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches 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 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 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
SailPoint Identity Mgmt and Governance