Production Agent - L1

Job Description

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 Meeting SLA Targets, as per the defined targets Updates himself/herself regularly with Company policies on Information Security Management System Ensure adherence to legal & regulatory requirements as applicable to the nature of work Ensure adherence to Customers policies and procedures Cooperate with Compliance and Security officers with Security Investigations Access rights compliance Is responsible for meeting individual productivity and quality targets with focus on personal growth and development Must Have - Operating procedures - Service Levels - Process metrics - Proficient with MS Office (Word, Excel, PowerPoint) Behavioral Skills and Attributes - Has the ability to make judgements based on practice and previous experience - Excellent communication skills in order to provide client service - Good listener and communicator who effectively conveys information verbally and in writing - Strong interpersonal and people management skills - Strong analytical skills with an ability to solve issues with a win-win negotiation approach 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 Mandatory Skills: Geographic Info. Systems(Car support).