Technical Lead
Job Description
<strong>Role Purpose<br><br></strong><em>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. <br><br></em><strong>Do</strong><ul><li><strong>Oversee and support process by reviewing daily transactionson performance parameters</strong></li><ul><li>Review performance dashboard and the scores for the team</li><li>Support the team in improving performance parameters byproviding technical support and process guidance </li><li>Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions</li><li>Ensure standard processes and procedures are followed to resolveall client queries</li><li>Resolve client queries as per the SLA’s defined in thecontract </li><li>Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting </li><li>Document and analyze call logs to spot most occurring trends toprevent future problems</li><li>Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution</li><li>Ensure all product information and disclosures are given toclients before and after the call/email requests</li><li>Avoids legal challenges by monitoring compliance with serviceagreements</li></ul></ul><ul><li><strong>Handle technical escalations through effective diagnosis andtroubleshooting of client queries</strong></li><ul><li>Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements </li><li>If unable to resolve the issues, timely escalate the issues toTA & SES</li><li>Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions</li><li>Troubleshoot all client queries in a user-friendly, courteousand professional manner</li><li>Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business</li><li>Organize ideas and effectively communicate oral messagesappropriate to listeners and situations</li><li>Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s</li></ul></ul><ul><li><strong>Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client</strong></li><ul><li>Mentor and guide Production Specialists on improving technicalknowledge</li><li>Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist </li><li>Develop and conduct trainings (Triages) within products forproduction specialist as per target</li><li>Inform client about the triages being conducted</li><li>Undertake product trainings to stay current with productfeatures, changes and updates</li><li>Enroll in product specific and any other trainings per clientrequirements/recommendations</li><li>Identify and document most common problems and recommendappropriate resolutions to the team</li><li>Update job knowledge by participating in self learningopportunities and maintaining personal networks<br><br></li></ul></ul><strong>Stakeholder Interaction<br><br></strong><strong>Stakeholder Type<br><br></strong><strong>Stakeholder Identification<br><br></strong><strong>Purpose of Interaction<br><br></strong><strong>Internal<br><br></strong><em>Team Leaders<br><br></em><em>Performance review<br><br></em><em>HR <br><br></em><em>Hiring and employee engagement and retention<br><br></em><em>TA, SEs<br><br></em><em>Escalation and issue resolution<br><br></em><em>Production Specialist<br><br></em><em>Training, issue escalation/ resolution<br><br></em><strong>External<br><br></strong><em>Client<br><br></em><em>Query Resolution<br><br></em><strong>Display<br><br></strong>Lists the competencies required to perform this role effectively:<ul><li><strong>Functional Competencies/ Skill</strong></li><ul><li>Process Knowledge – Knowledge of assigned process, tools andsystems – Competent<br><br></li></ul></ul><strong>Competency Levels<br><br></strong><strong>Foundation<br><br></strong>Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.<br><br><strong>Competent<br><br></strong>Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.<br><br><strong>Expert<br><br></strong>Applies the competency in all situations and is serves as a guide toothers as well.<br><br><strong>Master<br><br></strong>Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.<ul><li><strong>Behavioral Competencies </strong></li><ul><li>Domain Knowledge</li><li>Collaborative working</li><li>Problem solving and decision making</li><li>Attention to Detail</li><li>Execution Excellence</li><li>Stakeholder Management</li><li>Client (Internal) Centricity</li><li>Effective Communication<br><br></li></ul></ul><strong>Deliver<br><br></strong><strong>No.<br><br></strong><strong>Performance Parameter<br><br></strong><strong>Measure<br><br></strong>Process<br><br>No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT<br><br>Team Management<br><br>Productivity, efficiency, absenteeism<br><br>Capability development<br><br>Triages completed, Technical Test performance<br><br><ul><li>NET</li></ul>
