Playwright Lead

Job Description

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

• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

• Ensure all product information and disclosures are given to clients before and after the call/email requests

• Avoids legal challenges by monitoring compliance with service agreements

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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

• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

• Ensure all product information and disclosures are given to clients before and after the call/email requests

• Avoids legal challenges by monitoring compliance with service agreements

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**Handle technical escalations through effective diagnosis and troubleshooting of client queries**

	- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

	- If unable to resolve the issues, timely escalate the issues to TA & SES

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

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

	- Mentor and guide Production Specialists on improving technical knowledge

	- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

	- Develop and conduct trainings (Triages) within products for production specialist as per target

	- Inform client about the triages being conducted

	- Undertake product trainings to stay current with product features, changes and updates

	- Enroll in product specific and any other trainings per client requirements/recommendations

	- Identify and document most common problems and recommend appropriate resolutions to the team

	- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT

		2
		Team Management
		Productivity, efficiency, absenteeism

		3
		Capability development
		Triages completed, Technical Test performance