Technical Lead - Guadalajara, México - Encore Theme

Encore Theme

Empresa verificada

Guadalajara, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Guadalajara, Mexico

Tech Hiring

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

Oversee and support process by reviewing daily transactionson performance parameters

Review performance dashboard and the scores for the team_
Support the team in improving performance parameters byproviding technical support and process guidance _
Record, track, and document all queries received, problemsolving steps taken and total successful and unsuccessful resolutions_
Ensure standard processes and procedures are followed to resolveall client queries_
Resolve client queries as per the SLA's defined in thecontract _
Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting _
Document and analyze call logs to spot most occurring trends toprevent future problems_
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
Avoids legal challenges by monitoring compliance with serviceagreements_

Handle technical escalations through effective diagnosis andtroubleshooting of client queries

Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements _
If unable to resolve the issues, timely escalate the issues toTA & SES_
Provide product support and resolution to clients by performinga question diagnosis while guiding users through stepbystep solutions_
Troubleshoot all client queries in a userfriendly, courteousand professional manner_
Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business_
Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA's_

Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client

Mentor and guide Production Specialists on improving technicalknowledge_
Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist _
Develop and conduct trainings (Triages) within products forproduction specialist as per target_
Inform client about the triages being conducted_
Undertake product trainings to stay current with productfeatures, changes and updates_
Enroll in product specific and any other trainings per clientrequirements/recommendations_
Identify and document most common problems and recommendappropriate resolutions to the team_
Update job knowledge by participating in self learningopportunities and maintaining personal networks_

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders_
Performance review_

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 mínimal 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

Tableau