Encore Theme Jobs Careers 2024 : Technical Lead Vacancy in Abu Dhabi UAE

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Encore Theme Jobs 2024 Notification & Application Form @ UAE.CareersPortal.in Apply for Technical Lead Vacancies in Abu Dhabi, UAE

Encore Theme Jobs 2024 Careers: Technical Lead Vacancy. These Technical Lead jobs are in Encore Theme , Abu Dhabi, UAE. Eligible job seekers having suitable qualification may apply for these Encore Theme job vacancy openings before last date which is mentioned in the official Encore Theme advertisement notification.

Encore Theme Jobs Careers 2024 Notification: – Dear Job seekers, Welcome to all of You in our job portal that is UAE.careersportal.in On this page we are providing  Encore Theme Recruitment 2024 notification details. This is a golden opportunity for the candidates who are searching for Encore Theme jobs. If the candidates are satisfying the eligibility criteria as mentioned in the official recruitment notification of Encore Theme , they may apply for these Encore Theme vacancies through our careers portal or by using the official page of Encore Theme web portal.

Here on this careers portal, we have provided Encore Theme , Abu Dhabi UAE notification all the essential details like eligibility criteria, age limit, education qualification, selection Encore Theme , Abu Dhabi UAE, pay scale & how to apply for the latest Vacancy, etc.  Read official Encore Theme job notification carefully and apply for your favourite vacancy in Encore Theme .

Encore Theme Jobs 2024 – Technical Lead Hiring Details in Abu Dhabi :

Encore Theme Notification 2024 Brief details are mentioned below:

Recruitment Board Encore Theme
Advertisement No. –
Name of the Post Technical Lead
Apply Mode Online/ Offline
Job Location Abu Dhabi, UAE
Encore Theme Official Website www.Encore Theme .com

Encore Theme Job Description at a Glance:

    • 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 to spot most occurring trends toprevent future problems
      Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
      Ensure all product information and disclosures are given toclients before and after the call/email requests
      Avoids legal challenges by monitoring compliance with serviceagreements

       


      Handle technical escalations through effective diagnosis andtroubleshooting of client queries

      Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
      If unable to resolve the issues, timely escalate the issues toTA & SES
      Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
      Troubleshoot all client queries in a user-friendly, courteousand professional manner
      Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
      Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
      Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s

       


      Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client

      Mentor and guide Production Specialists on improving technicalknowledge
      Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
      Develop and conduct trainings (Triages) within products forproduction specialist as per target
      Inform client about the triages being conducted
      Undertake product trainings to stay current with productfeatures, changes and updates
      Enroll in product specific and any other trainings per clientrequirements/recommendations
      Identify and document most common problems and recommendappropriate resolutions to the team
      Update job knowledge by participating in self learningopportunities and maintaining personal networks

       


      Stakeholder Interaction

       


      Stakeholder Type


      Stakeholder Identification


      Purpose of Interaction


      Internal


      Team Leaders


      Performance review


      HR

      Hiring and employee engagement and retention


      TA, SEs


      Escalation and issue resolution


      Production Specialist


      Training, issue escalation/ resolution


      External


      Client


      Query Resolution

       


      Display

       

      Lists the competencies required to perform this role effectively:

       


      • Functional Competencies/ Skill

        • Process Knowledge – Knowledge of assigned process, tools andsystems – Competent

       


      Competency Levels


      Foundation

      Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.


      Competent

      Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.


      Expert

      Applies the competency in all situations and is serves as a guide toothers as well.


      Master

      Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.

       


      • Behavioral Competencies

        • Domain Knowledge
        • Collaborative working
        • Problem solving and decision making
        • Attention to Detail
        • Execution Excellence
        • Stakeholder Management
        • Client (Internal) Centricity
        • Effective Communication

       


      Deliver

       


      No.


      Performance Parameter


      Measure

      1.

      Process

      No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT

      2.

      Team Management

      Productivity, efficiency, absenteeism

      3.

      Capability development

      Triages completed, Technical Test performance

       

      PL-SQL

APPLY FOR JOB

 

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