Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
Stakeholder Interaction
Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
Internal | Team Leaders | Performance review |
HR | Hiring and employee engagement and retention | |
Training Team | Capability development | |
Technical Lead | Training, issue escalation/ resolution | |
External | Client | Query Resolution |
Display
Lists the competencies required to perform this role effectively:
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. |
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 |
2. | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed |