Company Name

Wipro ( Chennai )

Job Description

• Responsibilities:
  • Oversee and monitor daily performance of Production Specialists to ensure smooth process delivery.
  • Review dashboards and performance metrics; guide the team to improve technical and process parameters.
  • Provide timely technical support and process guidance to resolve client queries within SLA timelines.
  • Record and track all issues, troubleshooting steps, and resolutions for documentation and analysis.
  • Analyze recurring problems and develop preventive measures to improve service quality.
  • Manage and resolve escalated technical issues or coordinate with higher-level support (TA & SES) when needed.
  • Communicate professionally with clients, providing step-by-step guidance and alternative solutions.
  • Conduct follow-up calls and ensure client satisfaction in alignment with service contracts.
  • Mentor Production Specialists to build technical and product knowledge.
  • Identify skill gaps and conduct technical triage sessions or training to enhance team capabilities.
  • Stay updated on product features, updates, and service procedures through continuous learning.
  • Ensure compliance with quality standards, legal guidelines, and customer service agreements.

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Education Summary

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