Technical Lead L1(Contract)

About the role

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Document and analyze call logs to spot most occurring trends to prevent future problems

What you'll do

• Oversee and support process by reviewing daily transactions on performance parameters
• Review 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

What you need

• 5–8 yrs of experience
• Any graduate