Job Description

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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 SLAs 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 SLAs

• 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

Telecommunication

Wipro