Role Objective

By ensuring the daily performance of the Production Specialists, resolving technical escalations, and building technical competency within the Production Specialists, the role's goal is to support process delivery.

Do

• Reviewing daily transactions on performance metrics will help you supervise and support the process.
• Review the team's scores and the performance dashboard.
• Support the team in enhancing performance metrics by offering technical assistance and process direction.
• Keep note of any inquiries you receive, the procedures you take to solve problems, and the total number of successful and unsuccessful resolutions.
• Make sure all client inquiries are resolved by according to the established processes and procedures.
• Respond to client inquiries in accordance with the contract's SLAsDevelop team members' grasp of the process and product to enable greater client interaction and troubleshooting
• Record and examine call logs to identify the most common trends and future issues
• Recognize warning signs, and in cases of late resolution, escalate major customer issues to the team leader.
• Make sure that clients receive all product information and disclosures both before and after making a call or sending an email.
• prevents legal issues by keeping track of service agreements compliance
• Utilizing accurate diagnosis and troubleshooting of client inquiries, handle technical escalations.
• Managing and resolving technical issues in accordance with SLA and quality standards
• If the problems can't be fixed, promptly escalate the problems to TA & SES
• By completing a question diagnosis and leading users through step-by-step answers, you may provide them with product assistance and resolution.
• Provide alternate options to clients (as necessary) in order to keep their business. Troubleshoot all client inquiries in a user-friendly, polite, and professional manner.
• Organize thoughts and effectively convey oral communications that are suitable for the listeners and circumstances.
• To verify contract SLA compliance, follow up with clients on a regular basis to gather feedback.