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.
Purpose of Interaction
Hiring and employee engagement and retention
Escalation and issue resolution
Training, issue escalation/ resolution
Lists the competencies required to perform this role effectively:
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Applies the competency in all situations and is serves as a guide toothers as well.
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT
Productivity, efficiency, absenteeism
Triages completed, Technical Test performance