Technical Team Lead

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

1. Oversee and support process by reviewing daily transactionson performance parameters
   1. Review the performance dashboard and the scores for the team
   2. Support the team in improving performance parameters by providing technical support and process guidance
   3. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
   4. Ensure standard processes and procedures are followed to resolve all client queries
   5. Resolve client queries as per the SLAs defined in the contract
   6. Developing an understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
   7. Document and analyze call logs to spot the most occurring trends to prevent future problems
   8. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
   9. Ensure all product information and disclosures are given to clients before and after the call/email requests
   10. Avoids legal challenges by monitoring compliance with service agreements

1. Handle technical escalations through effective diagnosis and troubleshooting of client queries
   1. Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
   2. If unable to resolve the issues, timely escalate the issues toTA & SES
   3. Provide product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions
   4. Troubleshoot all client queries in a user-friendly, courteous and professional manner
   5. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
   6. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
   7. Follow up and make scheduled callbacks to customers for record feedback and ensure compliance to contract SLAs

1. Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
   1. Mentor and guide Production Specialists on improving technical knowledge
   2. Collate training to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
   3. Develop and conduct training (Triages) within products for production specialists as per the target
   4. Inform the client about the triages being conducted
   5. Undertake product training to stay current with product features, changes and updates
   6. Enroll in product specifications and any other training per client requirements/recommendations
   7. Identify and document the most common problems and recommend appropriate resolutions to the team
   8. Update job knowledge by participating in self-learning opportunities and maintaining personal networks

• Functional Competencies/ Skill
  • Process Knowledge Knowledge of the assigned process, tools and systems Competent

• Behavioral Competencies
  • Domain Knowledge
  • Collaborative working
  • Problem-solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication