Team Leader- Technical International Process

We are looking for an experienced and dynamic Team Leader for Technical Process to manage and drive performance of a team handling technical support operations. The candidate should have strong people management skills, technical troubleshooting knowledge, and experience in a BPO/Contact Center environment.

The Team Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

Key Responsibilities:

• Manage a team of 1820 Technical Support Executives
• Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
• Conduct team huddles, coaching sessions, and performance reviews
• Provide floor support for technical escalations
• Analyze reports and identify performance improvement areas
• Drive quality and compliance standards
• Manage attrition and shrinkage
• Ensure customer satisfaction targets are achieved
• Coordinate with QA, Training, and Operations teams
• Prepare weekly/monthly performance reports

Mandatory Skills:

• Team Handling Experience (Minimum 12 years as TL)
• Technical Troubleshooting (Internet, Networking, Software, Hardware)
• KPI Management (AHT, CSAT, NPS, FCR, SLA)
• Escalation Handling
• Performance Management
• Coaching & Mentoring
• Client Communication
• Root Cause Analysis (RCA)
• Basic Networking Knowledge

Eligibility Criteria:

Graduate (Any Stream)

36 years overall experience in BPO/Technical Support

Flexible for rotational shifts

Excellent communication skills (Written & Verbal)

Minimum 1 year experience as Team Leader in Technical/Semi Technical Process (Mandatory)

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