As a Technical Lead, you will support the process delivery by ensuring the daily performance of the Production Specialists. Your primary responsibilities include resolving technical escalations, enhancing team capabilities, and driving operational excellence.
Key Responsibilities
- Oversee daily transactions and review performance dashboards to assess team metrics.
- Provide guidance and technical support to improve performance parameters.
- Ensure timely resolution of client queries according to established SLAs.
- Document and track all queries, problem-solving steps, and resolution outcomes.
- Diagnose and troubleshoot client queries effectively.
- Manage and resolve technical roadblocks, escalating issues when necessary.
- Mentor Production Specialists to enhance their technical knowledge.
- Identify skill gaps and organize targeted training sessions (triages) to bridge these gaps.
- Analyze call logs to identify trends and prevent future issues.
- Maintain comprehensive records of processes and client interactions.
- Collaborate with internal stakeholders for performance reviews and issue resolution.
- Ensure effective communication with clients regarding their queries and concerns.
- Monitor adherence to service agreements to avoid legal challenges.
- Ensure that all product information is communicated effectively to clients.
Required Skills and Competencies
- Process Knowledge. Understanding of relevant processes, tools, and systems.
- Technical Skills. Proficient in diagnosing and resolving technical issues.
- Communication. Strong written and verbal communication skills.
- Problem Solving. Ability to analyze situations and provide effective solutions.
- Leadership. Capability to mentor and guide team members.
- Attention to Detail. Focus on accuracy and compliance in all tasks.
Performance Metrics
- Monitor and enhance team performance against established metrics.
- Ensure high-quality client query resolution in accordance with SLAs.
- Foster a culture of continuous improvement within the team.
Why Join Wipro?
Wipro provides a vibrant work culture with opportunities for growth and development. As a Technical Lead, you'll play a key role in driving team performance and delivering exceptional service to our clients. If you're ready to make an impact, we encourage you to apply!