Job Description 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.DoOversee and support process by reviewing daily transactions on performance parametersReview performance dashboard and the scores for the teamSupport the team in improving performance parameters by providing technical support and process guidanceRecord, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutionsEnsure standard processes and procedures are followed to resolve all client queriesResolve client queries as per the SLA’s defined in the contractDevelop understanding of process/ product for the team members to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by monitoring compliance with service agreements  

Identify and document most common problems and recommend appropriate resolutions to the teamUpdate job knowledge by participating in self learning opportunities and maintaining personal networks

Mentor and guide Production Specialists on improving technical knowledge