Technical Support Team Lead

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 18–20 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 targ...

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Submit your application today and join our talented team at TP.