Technical Support Circle Leader

2 weeks ago


Taguig, Philippines Probe Group Full time

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 1 year of leadership experience 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
Additional Information

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Outsourcing and Offshoring Consulting

#J-18808-Ljbffr

  • Taguig, National Capital Region, Philippines Probe CX Full time ₱1,500,000 - ₱2,500,000 per year

    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,...


  • Taguig, Philippines First Circle Full time

    Overview First Circle is one of the fastest-growing FinTech companies in the country, providing financial services to under-served SMEs. We've already transformed access to credit for thousands of small businesses, and now we're building a full-stack neobank offering multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. We...


  • Taguig, Philippines First Circle Full time

    Overview First Circle is one of the fastest-growing FinTech companies in the country, providing financial services to under-served SMEs. We ve already transformed access to credit for thousands of small businesses, and now we re building a full-stack neobank offering multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. We...


  • Taguig, Philippines Pet Circle Full time

    Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That’s why we’ve made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we’re looking for talented team mates who can help us do it. Founded in Sydney, our team of 500+ pet...


  • Taguig, Philippines First Circle Full time

    Overview First Circle is looking for a driven, technically-minded Business Development Executive to help accelerate the Philippines’ transition to clean energy. In this role, you’ll help small and medium-sized businesses unlock the benefits of solar through our solar-as-a-service offering - delivering best-in-market solar PV systems with no upfront...


  • Taguig, Philippines First Circle Full time

    First Circle is looking for a driven, technically-minded Business Development Executive to help accelerate the Philippines’ transition to clean energy. In this role, you’ll help small and medium-sized businesses unlock the benefits of solar through our solar-as-a-service offering - delivering best-in-market solar PV systems with no upfront costs and...

  • People (HR) Associate

    4 weeks ago


    Taguig, Philippines First Circle Full time

    First Circle is one of the fastest-growing FinTech companies in the country, providing financial services to under-served SMEs. We've already transformed access to credit for thousands of small businesses, and now we're building a full-stackneobank offering multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. We recently closed...

  • Team Leader

    3 weeks ago


    Taguig, Philippines Probe CX Full time

    Probe CX Taguig, National Capital Region, Philippines Overview 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...


  • Taguig, Philippines First Circle Full time

    First Circle is one of thefastest-growing FinTech companies in the country , providing financial services to under-served SMEs. We've already transformed access to credit for thousands of businesses, and now we're building afull-stack neobank offering multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. As we enter this next phase...


  • Taguig, National Capital Region, Philippines First Circle Full time ₱900,000 - ₱1,200,000 per year

    First Circle is one of the fastest-growing FinTech companies in the country, providing financial services to under-served SMEs. We've already transformed access to credit for thousands of businesses, and now we're building a full-stack neobank offering multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. As we enter this next...