Guadalajara, Mexico
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**Role Purpose**
- The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists. _
**Do**
**Oversee and support process by reviewing daily transactionson performance parameters**
- Review performance dashboard and the scores for the team_
- Support the team in improving performance parameters byproviding 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 resolveall client queries_
- Resolve client queries as per the SLA’s defined in thecontract _
- Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting _
- Document and analyze call logs t...