**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**:- ** Oversee and support process by reviewing daily transactions on performance parameters**- Review performance dashboard and the scores for the team- Support the team in improving performance parameters by providing technical support and process guidance- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions- Ensure standard processes and procedures are followed to resolve all client queries- Resolve client queries as per the SLA's defined in the contract- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting- Document and analyze call logs to spot most occurring trends to prevent future problems-...