Support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Requirements
- Review daily transactions on performance parameters
- Resolve technical escalations
- Develop technical capability within the Production Specialists
- Provide technical support and process guidance to the team
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate serious client issues to Team leader
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- Mentor and guide Production Specialists on improving technical knowledge
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
- Conduct trainings within products for production specialist as per target
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Benefits
- Competitive salary
- Opportunities for growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Access to cutting-edge technology and tools
