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
Ensure all product information and disclosures are given toclients before and after the call/email requests
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 minimal 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
SDET