Job description
- Charlotte, North Carolina
- 2935238
Job Description
Role Purpose
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.
Do
Handle technical escalations through effective diagnosis andtroubleshooting of client queries
Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
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 andsystems – Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin 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 qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT
2.
Team Management
Productivity, efficiency, absenteeism
3.
Capability development
Triages completed, Technical Test performance
Python Application Programming
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