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 |
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