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
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters
- Record, track, and document all queries received
- Resolve client queries as per the SLA
- Develop understanding of process/product for the team members
- Document and analyze call logs
- Handle technical escalations
- Manage and resolve technical roadblocks/escalations
- Provide product support and resolution to clients
- Build people capability to ensure operational excellence
- Mentor and guide Production Specialists
- Collate trainings to be conducted
- Deliver
Benefits
- Competitive salary
- Benefits package
- Opportunities for career growth
