Role Purpose

The purpose of this role is to support process delivery by ensuring the daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the Production Specialists.

Tasks:

Oversee and support the process:

•  Review daily transactions based on performance parameters.
•  Check the performance dashboard and team scores.
•  Assist the team in improving performance by offering technical support and process guidance.
•  Record, track, and document all queries received, along with the steps taken to solve them and the number of successful and unsuccessful resolutions.
•  Ensure standard processes and procedures are followed to resolve all client queries.
•  Resolve client queries according to the Service Level Agreements (SLAs) defined in the contract.
•  Help team members understand the process/product for better client interaction and troubleshooting.
•  Analyze call logs to identify recurring trends and prevent future problems.
•  Identify serious client issues and escalate them to the Team Leader if they are not resolved on time.
•  Ensure all necessary product information and disclosures are provided to clients before and after calls/email requests.
•  Ensure compliance with service agreements to avoid legal challenges.

Handle technical escalations:

•  Diagnose and troubleshoot client queries effectively.
• Manage and resolve technical roadblocks/escalations according to SLA and quality requirements.
•  If unable to resolve issues, escalate them to the appropriate level.
•  Provide product support and resolutions to clients by diagnosing questions and guiding users through solutions.
•  Troubleshoot client queries in a friendly, courteous, and professional manner.
• Offer alternative solutions to retain customers’ business when appropriate.
•  Communicate effectively in various situations and with different audiences.
•  Follow up with customers to record feedback and ensure compliance with SLAs.

Build people capability:

•  Mentor and guide Production Specialists to improve technical knowledge.
•  Arrange trainings to bridge skill gaps identified through interviews with Production Specialists.
•  Conduct product trainings for Production Specialists as required.
• Inform clients about the trainings being conducted.
•  Stay updated on product features, changes, and updates through trainings.
•  Identify common problems and recommend resolutions to the team.
•  Enhance job knowledge through self-learning opportunities and maintaining personal networks.