Oversee and support process by reviewing daily transactions on performance parameters

<ul>
<li>Review performance dashboard and the scores for the team</li>
</ul>

<ul>
<li>Support the team in improving performance parameters by providing technical support and process guidance</li>
</ul>

<ul>
<li>Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions</li>
</ul>

<ul>
<li>Ensure standard processes and procedures are followed to resolve all client queries</li>
</ul>

<ul>
<li>Resolve client queries as per the SLA’s defined in the contract </li>
</ul>

<ul>
<li>Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting </li>
</ul>

<ul>
<li>Document and analyze call logs to spot most occurring trends to prevent future problems</li>
</ul>

<ul>
<li>Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution</li>
</ul>

<ul>
<li>Ensure all product information and disclosures are given to clients before and after the call/email requests</li>
</ul>

<ul>
<li>Avoids legal challenges by monitoring compliance with service agreements</li>
</ul>

Handle technical escalations through effective diagnosis and troubleshooting of client queries

<ul>
<li>Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements </li>
</ul>

<ul>
<li>If unable to resolve the issues, timely escalate the issues to TA &amp; SES</li>
</ul>

<ul>
<li>Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions</li>
</ul>

<ul>
<li>Troubleshoot all client queries in a user-friendly, courteous and professional manner</li>
</ul>

<ul>
<li>Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business</li>
</ul>

<ul>
<li>Organize ideas and effectively communicate oral messages appropriate to listeners and situations</li>
</ul>

<ul>
<li>Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s</li>
</ul>

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

<ul>
<li>Mentor and guide Production Specialists on improving technical knowledge</li>
</ul>

<ul>
<li>Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist </li>
</ul>

<ul>
<li>Develop and conduct trainings (Triages) within products for production specialist as per target</li>
</ul>

<ul>
<li>Inform client about the triages being conducted</li>
</ul>

<ul>
<li>Undertake product trainings to stay current with product features, changes and updates</li>
</ul>


<ul>
<li>Enroll in product specific and any other trainings per client requirements/recommendations</li>
</ul>

<ul>
<li>Identify and document most common problems and recommend appropriate resolutions to the team</li>
</ul>

<ul>
<li>Update job knowledge by participating in self learning opportunities and maintaining personal networks</li>
</ul>

Power BI Lead in Bengaluru (UID-10992)

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Job Description for Power BI Lead

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