Technical Lead
Role PurposeThe 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.
DoOversee and support process by reviewing daily transactionson performance parametersReview performance dashboard and the scores for the teamSupport 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 resolutionsEnsure standard processes and procedures are followed to resolveall client queriesResolve 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 problemsIdentify red flags and escalate serious client issues to Teamleader in cases of untimely resolutionEnsure all product information and disclosures are given toclients before and after the call/email requestsAvoids legal challenges by monitoring compliance with serviceagreementsHandle technical escalations through effective diagnosis andtroubleshooting of client queriesManage and resolve technical roadblocks/ escalations as per SLAand quality requirements If unable to resolve the issues, timely escalate the issues toTA & SESProvide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutionsTroubleshoot all client queries in a user-friendly, courteousand professional mannerOffer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' businessOrganize ideas and effectively communicate oral messagesappropriate to listeners and situationsFollow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA'sBuild people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/clientMentor and guide Production Specialists on improving technicalknowledgeCollate 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 targetInform client about the triages being conductedUndertake product trainings to stay current with productfeatures, changes and updatesEnroll in product specific and any other trainings per clientrequirements/recommendationsIdentify and document most common problems and recommendappropriate resolutions to the teamUpdate job knowledge by participating in self learningopportunities and maintaining personal networksStakeholder InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalTeam LeadersPerformance reviewHRHiring and employee engagement and retentionTA, SEsEscalation and issue resolutionProduction SpecialistTraining, issue escalation/ resolutionExternalClientQuery ResolutionDisplayLists the competencies required to perform this role effectively:
Functional Competencies/ SkillProcess Knowledge - Knowledge of assigned process, tools andsystems - Competent Competency LevelsFoundationKnowledgeable about the competency requirements.
Demonstrates (inparts) frequently with minimal support and guidance.
CompetentConsistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.
ExpertApplies the competency in all situations and is serves as a guide toothers as well.
MasterCoaches 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 DeliverNo.
Performance ParameterMeasure1.
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 performancePHP Recommended Skills Attention To Detail Capability Development Communication Decision Making Employee Engagement Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
DoOversee and support process by reviewing daily transactionson performance parametersReview performance dashboard and the scores for the teamSupport 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 resolutionsEnsure standard processes and procedures are followed to resolveall client queriesResolve 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 problemsIdentify red flags and escalate serious client issues to Teamleader in cases of untimely resolutionEnsure all product information and disclosures are given toclients before and after the call/email requestsAvoids legal challenges by monitoring compliance with serviceagreementsHandle technical escalations through effective diagnosis andtroubleshooting of client queriesManage and resolve technical roadblocks/ escalations as per SLAand quality requirements If unable to resolve the issues, timely escalate the issues toTA & SESProvide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutionsTroubleshoot all client queries in a user-friendly, courteousand professional mannerOffer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' businessOrganize ideas and effectively communicate oral messagesappropriate to listeners and situationsFollow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA'sBuild people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/clientMentor and guide Production Specialists on improving technicalknowledgeCollate 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 targetInform client about the triages being conductedUndertake product trainings to stay current with productfeatures, changes and updatesEnroll in product specific and any other trainings per clientrequirements/recommendationsIdentify and document most common problems and recommendappropriate resolutions to the teamUpdate job knowledge by participating in self learningopportunities and maintaining personal networksStakeholder InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalTeam LeadersPerformance reviewHRHiring and employee engagement and retentionTA, SEsEscalation and issue resolutionProduction SpecialistTraining, issue escalation/ resolutionExternalClientQuery ResolutionDisplayLists the competencies required to perform this role effectively:
Functional Competencies/ SkillProcess Knowledge - Knowledge of assigned process, tools andsystems - Competent Competency LevelsFoundationKnowledgeable about the competency requirements.
Demonstrates (inparts) frequently with minimal support and guidance.
CompetentConsistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.
ExpertApplies the competency in all situations and is serves as a guide toothers as well.
MasterCoaches 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 DeliverNo.
Performance ParameterMeasure1.
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 performancePHP Recommended Skills Attention To Detail Capability Development Communication Decision Making Employee Engagement Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
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