
Technical Support Circle Leader
2 weeks ago
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
- 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
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Outsourcing and Offshoring Consulting
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