Job Description

This is a remote position.

Job Title: Production Specialist Lead

Role Purpose:

Oversee and support process delivery, manage daily performance of Production Specialists, resolve technical escalations, and develop their technical skills.

Key Responsibilities:

Performance Management:

Monitor team�s performance and review daily transactions

Provide technical support and guidance to improve performance

Track and document queries, resolutions, and troubleshooting steps

Ensure adherence to SLA and quality standards in resolving client queries

Technical Escalations & Support:

Diagnose and troubleshoot technical issues

Escalate unresolved issues to TA & SES

Offer alternative solutions to clients to maintain business retention

Follow up with clients and ensure compliance with contract SLAs

Training & Development:

Mentor and guide team members on technical knowledge

Identify skill gaps and conduct targeted training (Triages)

Stay updated with product features and changes

Document and share common issues with resolutions

Key Skills:

Performance Monitoring & Analysis

Technical Troubleshooting & Escalations

Client Query Management & SLA Adherence

Training & Development of Team Members

Communication & Problem Solving

Product Knowledge & Documentation

Process Improvement & Root Cause Analysis

Customer Retention Techniques