Tech Support Service Leader

Globiva; Gurugram District; On-site; INR 268,000 - 446,000; Full time

Job summary

Globiva Services Pvt. Ltd. in Gurgaon (Sector 18) is seeking a Technical Support Team Leader to oversee a busy BPO technical support unit.

The role requires 2–5 years of relevant BPO experience and a proven history of leading teams to meet KPIs. The position involves a 6-day work week and direct interaction with customers to ensure high-quality resolutions. The ideal candidate will have strong communication, troubleshooting skills, and experience managing escalations and team performance, while

Qualifications

• BPO Technical Support experience required, preferably as a Team Leader.
• Strong communication and team-handling skills.
• Experience in managing KPIs and escalations.
• Comfortable with a 6-day work week.

Responsibilities

• Lead and manage the Technical Support team.
• Support team to achieve process KPIs.
• Monitor team performance, quality, productivity, and customer satisfaction.
• Handle escalations and provide effective technical resolutions.
• Conduct coaching, feedback, and performance improvement sessions.
• Ensure process adherence and maintain service quality standards.
• Prepare and share daily/weekly performance reports.

Skills

Team leadership

Communication

Troubleshooting

KPIs management

Tools

KPIs tracking

Job description

Technical Support Team Leader BPO

BPO experience as a team leader is mandatory

Company: Globiva Services Pvt. Ltd.
Location: Gurgaon, Sector 18
Working: 6 Days a Week
Salary: Up to 40,000 CTC/month
Contact: Dheeraj – HR

Key Responsibilities

• Lead and manage the Technical
• Support team to achieve process KPIs.
• Monitor team performance,
• quality, productivity, and customer satisfaction.
• Handle escalations and provide
• effective technical resolutions.
• Conduct coaching, feedback, and performance improvement sessions.
• Ensure process adherence and maintain service quality standards.
• Prepare and share daily/weekly performance reports.

Candidate Requirements

• 2–5 years of experience in BPO Technical Support, preferably as a Team Leader.
• Strong communication and team-handling skills.
• Good troubleshooting and problem-solving abilities.
• Experience in managing KPIs, escalations, and team performance.
• Comfortable working in a 6-day working environment.

Contact: Dheeraj – 7859975043