Production Specialist Lead

Role Purpose

Support process delivery by ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team.

Key Responsibilities

Oversee and Support Process Delivery

• Review daily transactions on performance parameters and team performance dashboards
• Support the team in improving performance metrics through technical support and process guidance
• Record, track, and document all queries, problem-solving steps, and resolution outcomes
• Ensure standard processes and procedures are followed to resolve client queries
• Resolve client queries according to defined SLAs
• Document and analyze call logs to identify trends and prevent future problems
• Identify red flags and escalate serious client issues to Team Leader when resolution is delayed
• Ensure all product information and disclosures are provided to clients before and after interactions
• Monitor compliance with service agreements to avoid legal challenges

Handle Technical Escalations

• Manage and resolve technical roadblocks and escalations according to SLA and quality requirements
• Escalate unresolved issues to TA & SES in a timely manner
• Provide product support and step-by-step solutions to clients
• Troubleshoot client queries in a user-friendly, courteous, and professional manner
• Offer alternative solutions to retain customer business
• Communicate effectively with all stakeholders
• Follow up with customers to record feedback and ensure SLA compliance

Build Team Capability

• Mentor Production Specialists on improving technical knowledge
• Identify skill gaps and organize targeted training programs (Triages)
• Develop and conduct product-specific trainings for the team
• Communicate triage schedules to clients
• Maintain current product knowledge through continuous learning
• Identify and document common problems and recommend resolutions

Performance Metrics

• Cases resolved per day, process compliance, quality standards, SLA adherence, customer satisfaction scores
• Team productivity and efficiency
• Training completion rates and technical test performance

Requirements

Mandatory Skills: Spring Boot

Experience: 5-8 years

About Wipro

Wipro Limited is a leading technology services and consulting company with over 230,000 employees and business partners across 65 countries. We help clients with digital transformation, leveraging capabilities in consulting, design, engineering, and operations. We are committed to building a modern, purpose-driven organization where people are empowered to reinvent themselves and their careers.

Applications from people with disabilities are explicitly welcome.