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
