Pune, Maharashtra, India
Information Technology
Wipro Limited
Overview
Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing 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 resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- 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 in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with service agreements
- Handle technical escalations through effective diagnosis and troubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- If unable to resolve the issues, timely escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- 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
- Develop and conduct trainings (Triages) within products for production specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Identify and document most common problems and recommend appropriate resolutions to the team
- Update job knowledge by participating in self learning opportunities 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 and systems – Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within 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.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
2.
Team Management
Productivity, efficiency, absenteeism
3.
Capability development
Triages completed, Technical Test performance
Similar Jobs
View All
1 Day ago
Travelxp - Senior Software Developer - Backend Technologies
Information Technology
- Mumbai, Maharashtra, India
About The JobJob Title : Senior Software DeveloperLocation : Mumbai OnsiteExperience : 2-3 yearsRole OverviewWe are looking for a Senior Software Developer - Backend Focus who's passionate about building robust, scalable systems and pushing the boun...
1 Day ago
Technical Lead
Information Technology
- Mumbai, Maharashtra, India
Tech Lead(Fullstack) - Nexa (Conversational Voice AI Platform)Location : Bangalore Type: Full-timeExperience : 4+ years (preferably in early-stage startups)Tech Stack : Python (core), Node.js, React.jsAbout NexaNexa is a new venture by the founders ...
1 Day ago
Sr. Software Engineer - .NET C# Job
Information Technology
- Mumbai, Maharashtra, India
We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser’s local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any...
1 Day ago
Zinnia - Senior Data Scientist - Analytics/Python
Information Technology
- Mumbai, Maharashtra, India
Who We AreZinnia is the leading technology platform for accelerating life and annuities growth.With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products.All of w...
1 Day ago
Senior Data/BI Engineer - Tableau/Power BI
Information Technology
- Mumbai, Maharashtra, India
What You'll Do Data Analytics & Modeling : Apply strong Data Analytics and Analytical Skills to understand complex business requirements and translate them into effective Data Modeling solutions. Data Pipeline Development : Design, develop, and ma...
1 Day ago
BigStep Technologies - Artificial Intelligence/Machine Learning Engineer - LLM Models
Information Technology
- Mumbai, Maharashtra, India
Responsibilities Research, design, develop, and test Python code. Collaborate with the Product and Data Science teams to define core AI/ML platform features. Understand business requirements, functional specifications, and research pre-trained mo...
1 Day ago
TIFIN - IT System Administrator
Information Technology
- Mumbai, Maharashtra, India
ResponsibilitiesWe are looking for a proactive and detail-oriented Systems Administrator - IT Operations to join our team in Mumbai. In this role, you will be responsible for managing IT infrastructure, ensuring system uptime, supporting end-user de...
1 Day ago
Markovate - Senior Data Engineer - Spark/Hadoop
Information Technology
- Mumbai, Maharashtra, India
About Markovate.At Markovate, we dont just follow trendswe drive them.We transform businesses through innovative AI and digital solutions that turn vision into reality.Our team harnesses breakthrough technologies to craft bespoke strategies that ali...
Talk to us
Feel free to call, email, or hit us up on our social media accounts.
Email
info@antaltechjobs.in