Technical Support Circle Leader

Apply Now Back to search results Previous job Next job Job DescriptionJob 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 ResponsibilitiesLead, coach, and motivate a team of telco technical support representatives to achieve KPIsMonitor daily operations, including queue management, call handling, and escalation management.Provide real-time floor support for complex technical issues related to telco products and servicesConduct 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.QualificationsAt 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 Close the popup Apply Now Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.Get notified for similar jobsYou'll receive updates once a weekEnter Email address (Required)Failure!Get tailored job recommendations based on your interests.profile iconProfile recommendationsNo recommendations foundSimilar JobsNo recommendations foundJobseekers Also ViewedNo recommendations foundLife at Probe GroupCulture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.