Guadalajara, Mexico- *********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_- 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 mínimal 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.ProcessNo.of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT2.Team ManagementProductivity, efficiency, absenteeism3.Capability developmentTriages completed, Technical Test performance

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