Job Description: 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. Job Responsibilities: Resolve client queries as per the SLA’s defined in thecontract Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting Review performance dashboard and the scores for the team Ensure standard processes and procedures are followed to resolveall client queries Oversee and support process by reviewing daily transactionson performance parameters Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure all product information and disclosures are given toclients before and after the call/email requests Support the team in improving performance parameters byproviding technical support and process guidance Avoids legal challenges by monitoring compliance with serviceagreements Document and analyze call logs to spot most occurring trends toprevent future problems Job Requirements: Inform client about the triages being conducted Update job knowledge by participating in self learningopportunities and maintaining personal networks Update job knowledge by participating in self learningopportunities and maintaining personal networksMentor and guide Production Specialists on improving technicalknowledge Develop and conduct trainings (Triages) within products forproduction specialist as per target Identify and document most common problems and recommendappropriate resolutions to the team Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist Mentor and guide Production Specialists on improving technicalknowledge Job Details: Company: Wipro Limited Vacancy Type: Full Time Job Location: Hyderabad Area, India Application Deadline: N/A Apply Here getyourvacancy.com
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