Technical Support Team Leader

Job Summary:
The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.

Key Responsibilities:

• Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs
• Monitor daily operations, including queue management, call handling, and escalation management.
• Provide real-time floor support for complex technical issues related to telco products and services
• Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
• Ensure adherence to company policies, client SLAs, and compliance standards.
• Analyze performance trends and recommend process improvements.
• Handle escalated customer concerns and ensure timely resolution.
• Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
• Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
• Drive employee engagement, retention, and a positive team culture.

Qualifications:

• At least 2 years of leadership exp in a BPO (preferably in telco/technical support).
• Strong technical background in telecommunications (internet, mobile, or fixed line services).
• Excellent people management, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Must be amenable to work in BGC, Taguig