Team Lead

iOPEX; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

iOPEX in Chennai, India is seeking a seasoned Technical Support Team Lead to guide a 15-member engineering support group. You will drive performance, coach agents, and ensure top-tier customer service across phone, chat, and email channels.

You will monitor KPIs, handle escalations, and collaborate with clients to resolve complex issues and RMAs while maintaining global process adherence and timely reporting.

Qualifications

• Proven experience as Technical Support Team Lead or supervisor in BPO.
• Strong expertise in WiFi networking and consumer electronics troubleshooting.
• Experience managing 15+ agents in a fast-paced environment.
• Skilled in handling escalations across phone, chat and email.
• Solid understanding of call center KPIs and performance improvements.
• Excellent coaching, mentoring, and communication skills.
• Experience with RMA processes and global logistics.
• Ability to analyze data and present performance reports.
• Customer-centric problem solving.

Responsibilities

• Lead a team of 15 technical support engineers and drive performance.
• Handle escalated customer calls and complex technical issues.
• Monitor team KPIs and implement continuous improvement strategies.
• Ensure adherence to project SLAs and service levels.
• Provide coaching and performance evaluations to team members.
• Coordinate with client and internal stakeholders for issue resolution.
• Prepare and present detailed team performance reports.

Skills

Team leadership

Technical support

WiFi networking

Customer escalations

Coaching & mentoring

Data analysis

Communication skills

RMA processes

KPIs tracking

Job description

Key Responsibilities

• Lead and manage a team of 15 technical support engineers efficiently, driving their performance and professional growth.
• Handle escalated customer calls and complex technical issues, providing expert troubleshooting and resolution.
• Monitor individual and team performance against key KPIs, implementing strategies for continuous improvement.
• Ensure the team consistently meets and exceeds all project-assigned performance metrics and service level agreement.
• Provide constant coaching, feedback, and performance evaluations to team members to enhance their skills and productivity.
• Facilitate effective communication channels between the client and internal stakeholders to ensure alignment and prompt issue resolution. Oversee the efficient processing of customer RMA requests, including inquiries and escalations, ensuring global process adherence.
• Prepare and present detailed performance reports of the team to management and client stakeholders.

Requirements

• Proven experience in a Technical Support Team Lead or similar supervisory role, preferably in a BPO environment.
• Strong expertise in WiFi networking protocols, consumer electronic devices, and their technical troubleshooting.
• Demonstrated experience in managing and motivating a team of 15+ agents in a fast-paced environment.
• Proficiency in handling customer escalations and complex technical issues across phone, chat, and email channels.
• Solid understanding of call center KPIs and metrics, with a track record of driving performance improvements.
• Excellent coaching, mentoring, and communication skills (verbal and written).
• Experience with Return Merchandise Authorization (RMA) processes and global logistics.
• Ability to analyze data, prepare performance reports, and present findings effectively.
• Strong problem‑solving abilities and a customer‑centric approach