Technical Support Circle Leader

2 days ago

Taguig, National Capital Region, Philippines Probe CX Full time ₱100,000 - ₱120,000 per year

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Job Description
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 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

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