Java Backend

Role Purpose

The role's purpose is to support process delivery by ensuring the Production Specialists' daily performance, resolving technical escalations, and developing technical capability within them.

Do

Oversee and support the process by reviewing daily transactions on performance parameters

• Review the performance dashboard and the scores for the team
• Support the team in improving performance parameters by providing technical support and process guidance
• Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
• Ensure standard processes and procedures are followed to resolve all client queries
• Resolve client queries as per the SLAs defined in the contract
• Develop understanding of the process / product for the team members to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot the most occurring trends to prevent future problems
• Identify red flags and escalate serious client issues to the Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call / email requests
• Avoids legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries

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

Deliver

1 Process : No. of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, Customer feedback, NSAT / ESAT

2 Team Management : Productivity, efficiency, absenteeism

3 Capability development : Triages completed, Technical Test performance

Mandatory Skills : Spring Boot. Kafka Preferred