6
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 (in parts) frequently with minimal support and guidance. |
Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
Expert | Applies the competency in all situations and is serves as a guide to others as well. |
Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. |
Deliver
No. | Performance Parameter | Measure |
1. | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
2. | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Record to Report – DOP
Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism Managed Services Management Level Associate Job Description & Summary A...
Apply For This JobPERSON MUST HAVE EXCELLENT PHOTO CLICKING SKILLS. Job Type: Part-time Salary: ₹10,000.00 – ₹12,000.00 per month Benefits: Flexible schedule Schedule:...
Apply For This JobWe are hiring candidates for INFOSYS PVT LTD who can join within 15 to 20days max for Infosys C2H to...
Apply For This JobProviding construction power at a site, starting from cable selection, cable laying, to energizing DBs. Arranging area illumination, balancing of...
Apply For This JobPosition : Marketing Intern Salary : 10000 – 12000 Monthly Location : Kolkata Job Role: Primary Responsibilities Must be acquainted...
Apply For This JobWe are a reputed importer and distributor of plywoods, laminates, veneers and other interior products. We are looking for a...
Apply For This Job