As a Technical Lead at Wipro, you will play a crucial role in supporting process delivery, enhancing team performance, and managing technical escalations. You will oversee the daily operations of the Production Specialists, resolve technical issues, and develop the team's technical expertise to ensure superior customer service and operational excellence.
Key Responsibilities
- Monitor and review daily transactions and performance metrics.
- Analyze performance dashboards to track team and individual scores.
- Provide technical support and process guidance to improve team performance.
- Diagnose and troubleshoot technical issues and client queries.
- Resolve technical escalations in alignment with SLAs and quality standards.
- Escalate unresolved issues to higher management and relevant departments.
- Mentor and guide Production Specialists to enhance their technical knowledge.
- Conduct training sessions (Triages) to address skill gaps and product updates.
- Stay current with product features and developments through ongoing training.
- Handle client queries with a professional and user-friendly approach.
- Provide alternative solutions and follow up to ensure client satisfaction.
- Document and analyze call logs to identify and address recurring issues.
- Ensure compliance with service agreements and contractual terms.
- Track and document queries, resolutions, and problem-solving steps.
- Maintain up-to-date product and process documentation.
- Stakeholder Interaction
Internal
- Collaborate with Team Leaders for performance reviews.
- Engage with HR for employee engagement and retention.
- Coordinate with TA and SEs for issue resolution and escalation.
- Provide training and support to Production Specialists.
External
- Resolve client queries and manage client interactions effectively.
- Required Skills & Competencies
Functional Skills
- Knowledge of assigned processes, tools, and systems.
- Proficiency in troubleshooting technical issues and providing solutions.
Behavioral Competencies
- Strong domain knowledge and problem-solving abilities.
- Collaborative working style and effective communication skills.
- Attention to detail and commitment to execution excellence.
- Ability to manage stakeholder relationships and maintain client-centric focus.
Performance Metrics
- Achievement of SLA compliance and quality standards.
- Improvement in team performance and technical capabilities.
- Successful resolution of client queries and technical escalations.
- Effectiveness of training programs and skill development.