This is a remote position. Job Title: Production Specialist Lead Role Purpose: Oversee and support process delivery, manage daily performance of Production Specialists, resolve technical escalations, and develop their technical skills. Key Responsibilities: Performance Management: Monitor team�s performance and review daily transactions Provide technical support and guidance to improve performance Track and document queries, resolutions, and troubleshooting steps Ensure adherence to SLA and quality standards in resolving client queries Technical Escalations & Support:
Diagnose and troubleshoot technical issues Escalate unresolved issues to TA & SES Offer alternative solutions to clients to maintain business retention Follow up with clients and ensure compliance with contract SLAs Training & Development: Mentor and guide team members on technical knowledge Identify skill gaps and conduct targeted training (Triages) Stay updated with product features and changes Document and share common issues with resolutions Key Skills: Performance Monitoring & Analysis Technical Troubleshooting & Escalations Client Query Management & SLA Adherence Training & Development of Team Members Communication & Problem Solving Product Knowledge & Documentation Process Improvement & Root Cause Analysis Customer Retention Techniques