Role Purpose
The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely 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
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