Team Lead - International BPO Technical Support

Movate Technologies; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Movate Technologies in Chennai is seeking a Team Leader for Technical Support to guide a night-shift group of engineers on the Netgear account. You will mentor staff, drive performance, and manage real-time queue, SLA adherence, and escalation processes.

The role emphasizes deep networking knowledge, strong coaching, and delivering FCR, CSAT, and upsell targets. You will collaborate with cross-functional teams to optimize support outcomes and maintain a high-performing, inclusive culture.

Qualifications

• Strong knowledge of Computer Hardware, Software, Internet Fundamentals and Networking.
• Proven track record in troubleshooting complex networking issues.
• Understanding of contact center metrics (FCR, CSAT, AHT, Shrinkage, QA).
• Experience in upselling or cross-selling technical support services.

Responsibilities

• Lead, coach, and motivate a Night Shift Technical Support team to meet daily/monthly targets.
• Conduct 1-on-1 coaching, call audits, and side-by-side monitoring to improve skills and upsell conversion.
• Manage shift operations: attendance, shrinkage, real-time queue, and roster management.
• Ensure compliance with SOPs and SLAs and promote DEI in the team.

Skills

Team leadership

Night shift management

Networking knowledge

Customer service metrics

Upselling skills

English communication

Job description

Job Title: Team Leader Technical Support

Job Location: Chennai

Shift: Night Shift

Job Summary

The Team Leader (TL) Technical Support will be responsible for leading, mentoring, and driving the operational performance of a team of Technical Support Engineers on the Netgear account. The role demands strong technical oversight, people management skills, and a focus on driving core customer service metrics including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Upsell/Sales target achievements for premium support contracts.

Key Responsibilities

People & Team Leadership

• Lead, coach, and motivate a team of Night Shift Technical Support Engineers to achieve daily and monthly performance metrics.
• Conduct regular 1-on-1 coaching sessions, call audits, and side-by-side monitoring to improve technical troubleshooting skills, soft skills, and upsell conversion rates.
• Manage shift operations, track attendance, manage shrinkage, and ensure smooth real-time queue and roster management.
• Foster an inclusive, positive, and high-performance team environment aligned with organizational DEI goals.

Operational & Quality Oversight

• Monitor team performance against key KPIs, including First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores.
• Serve as the first level of escalation for complex customer technical issues and high-severity complaints related to client devices and networking setups.
• Ensure team compliance with process guidelines, standard operating procedures (SOPs), and service level agreements (SLAs).

Required Skills & Qualifications

Technical Competencies

• Strong knowledge of Computer Hardware/Software, Internet Fundamentals, and Networking Concepts (LAN, WAN, Routers, Switches, Modems, TCP/IP, DNS, Wireless Standards).
• Proven track record in troubleshooting complex technical networking issues.
• Deep understanding of contact center metrics (FCR, CSAT, AHT, Shrinkage, QA).
• Hands-on experience with upselling, cross-selling, or pitching technical support services in a customer service environment.

Soft Skills & Leadership Traits

• Excellent verbal and written English communication skills.
• Strong logical reasoning, critical thinking, and decision-making capabilities under high-pressure, fast-paced environments.
• Exceptional stakeholder management, conflict resolution, and people management skills.
• Customer-centric mindset with a focus on operational excellence.
• Diversity, Equality & Inclusion