Technical Lead

؜ - ؜الجبيل ؜ -

تفاصيل الوظيفة


  • Al Jubail, Saudi Arabia

  • ‎2930612


Job Description


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, problem-solving 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

Ensure all product information and disclosures are given toclients before
and after the call/email requests

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 step-by-step solutions

Troubleshoot all client queries in a user-friendly, 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


HR

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 minimal 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


SAP SuccessFactor Employee Central

ملخص الوظيفة

  • المُعلن : Encore Theme
  • تاريخ الإعلان : 25/10/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : الجبيل
  • الراتب : -
  • الهاتف : -
  • البريد الإلكتروني :

    إظهار البريد الإلكتروني

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