Job Description

Job Description

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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.

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Role Purpose

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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.

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Do

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- Oversee and support process by reviewing daily transactions on performance parametersn n
- Review performance dashboard and the scores for the team
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- Support the team in improving performance parameters by providing technical support and process guidance
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- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
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- Ensure standard processes and procedures are followed to resolve all client queries
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- Resolve client queries as per the SLAâ€ÂTMs defined in the contract
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- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
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- Document and analyze call logs to spot most occurring trends to prevent future problems
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- Identify red flags and elevate serious client issues to the Team Leader in cases of untimely resolution
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- Ensure all product information and disclosures are given to clients before and after the call/email requests
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- Avoids legal challenges by monitoring compliance with service agreements
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- Handle technical escalations through effective diagnosis and troubleshooting of client queriesn

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- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
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- If unable to resolve the issues, timely elevate the issues to TA & SES
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- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
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- Troubleshoot all client queries in a user-friendly, courteous and skilled manner
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- Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâ€ÂTM and clientsâ€ÂTM business
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- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
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- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAâ€ÂTMs
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- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/clientn

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- Mentor and guide Production Specialists on improving technical knowledge
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- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
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- Develop and conduct trainings (Triages) within products for production specialist as per target
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- Inform client about the triages being conducted
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- Undertake product trainings to stay current with product features, changes and updates
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- Enroll in product specific and any other trainings per client requirements/recommendations
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- Identify and document most common problems and recommend appropriate resolutions to the team
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- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver

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No Performance Parameter Measure1 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

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Mandatory Skills: Microsoft PowerApps.

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Experience: 5-8 Years.

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📌 TECHNICAL LEAD (New South Wales)
🏢 Wipro
📍 New South Wales