Team Leader - ISP Technical Support (International BPO)

TP; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Teleperformance DIBS in Hyderabad is seeking a Team Leader to manage a group of Technical Support Representatives delivering international ISP support. You will drive performance, ensure top customer experience, meet service levels, coach team members, and handle escalations across connectivity issues.

The role requires 3–5 years in technical support within an international BPO, 1–2 years in a supervisory role, and solid knowledge of broadband, Wi-Fi, DNS, and VPN.

Qualifications

• Bachelor's degree preferred.
• 3–5 years of Technical Support experience within an International BPO.
• 1–2 years in Team Leader or Supervisory role.
• Strong understanding of ISP products and services.
• Experience managing voice and/or chat support teams.

Responsibilities

• Lead, motivate, and manage a team of Technical Support Executives.
• Monitor KPIs: CSAT, Quality, AHT, FCR, Productivity, Attendance.
• Coaching, performance reviews, and development plans.
• Drive employee engagement and retention initiatives.
• Coordinate with Workforce Management, Quality, Training, and Operations teams.

Skills

Leadership

Communication

Customer-focused

Problem-solving

Conflict resolution

24/7 availability

Education

Bachelor's degree preferred

Tools

CRM and Ticketing Tools

Microsoft Office Suite

Job description

Role & responsibilities

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The Team Leader will be responsible for managing a team of Technical Support Representatives providing support for Internet Service Provider (ISP) customers across international markets. The role involves driving team performance, ensuring excellent customer experience, achieving service-level targets, coaching team members, and handling escalations related to internet, broadband, networking, and connectivity issues.

Key Responsibilities

Team Management

• Lead, motivate, and manage a team of Technical Support Executives.
• Monitor daily team performance against KPIs including CSAT, Quality, AHT, FCR, Productivity, and Attendance.
• Conduct regular coaching sessions, performance reviews, and development plans.
• Drive employee engagement and retention initiatives.
• Manage shift schedules, roster adherence, and workforce allocation.

Operations Management

• Ensure achievement of all operational targets and service levels.
• Monitor call queues and ticket volumes to maintain customer support efficiency.
• Analyze performance reports and identify improvement opportunities.
• Coordinate with Workforce Management, Quality, Training, and Operations teams.
• Ensure process compliance and adherence to company policies.

Customer Experience

• Handle customer escalations related to internet connectivity, broadband, Wi-Fi configuration, router setup, email issues, and networking concerns.
• Ensure timely resolution of complex technical issues.
• Improve customer satisfaction through effective issue resolution and service recovery.
• Maintain high standards of customer service and professionalism.

Technical Support Oversight

• Provide guidance on troubleshooting:
  • Broadband/Fiber/Cable Internet issues
  • Wi-Fi and Router Configuration
  • DNS, IP Addressing, DHCP
  • Email Client Configuration
  • VPN and Remote Connectivity
  • Home Networking Devices
• Support the team in resolving advanced technical concerns.

Reporting & Analytics

• Prepare daily, weekly, and monthly performance reports.
• Track trends, escalation patterns, and customer feedback.
• Present team performance updates to management.
• Recommend process improvements based on data analysis.

Required Qualifications

• Bachelor's degree preferred.
• 3 to 5 years of experience in Technical Support within an International BPO.
• Minimum 1 to 2 years of experience in Team Leader or Supervisory role.
• Strong understanding of ISP products and services.
• Experience managing voice and/or chat support teams.

Technical Skills

• ISP/Broadband troubleshooting.
• Networking fundamentals (TCP/IP, DNS, DHCP).
• Wi-Fi and router troubleshooting.
• CRM and Ticketing Tools.
• Microsoft Office Suite.
• Performance reporting and data analysis.

Soft Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Customer-centric approach.
• Problem-solving and decision-making ability.
• Conflict resolution and escalation management.
• Ability to work in a fast-paced 24/7 environment.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Quality Score
• Schedule Adherence
• Team Productivity
• Employee Retention and Engagement

Work Environment

• International Voice/Chat Process.
• Rotational shifts including weekends and holidays.
• 24/7 Operations Environment.

Preferred Candidates

• Experience supporting customers from the US, UK, Canada, Australia, or other international markets.
• Exposure to fiber, broadband, cable, or wireless internet support.
• Prior experience in telecom or ISP technical support operations.

Regards,

Yamanur HR Team.

[e-mail]

9449900624