Team Leader

3 weeks ago

Angeles City, Central Luzon, Philippines SuperStaff Full time

We are looking for a results-driven Team Leader to oversee a team of Technical Support Representatives providing global customer support. The ideal candidate is a hands-on leader who can coach, guide, and manage a high-performing support team while ensuring prompt resolution of customer issues, adherence to escalation protocols, and coordination with HQ for mission-critical technical incidents.

Key Responsibilities

  • Supervise a team of Technical Support Representatives providing global support through calls and emails.
  • Monitor team performance, productivity, and adherence to SLAs.
  • Conduct regular performance reviews, provide coaching, and lead upskilling/training sessions to maintain service quality.

Operational Oversight

  • Ensure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays.
  • Manage shift handovers and ensure proper documentation and knowledge

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