Technical Support Team Leader

Probe CX; Philippines; On-site; PHP 614,000 - 893,000; Full time

Job summary

Probe CX in the Philippines is seeking a Team Leader to manage a team of telco technical support representatives, focusing on meeting KPIs, quality standards, and customer satisfaction.

You will coach, mentor, and provide technical guidance, monitor operations, handle escalations, and collaborate with Training, Quality, and Workforce teams.

Qualifications

• 2+ years of leadership experience in a BPO, preferably telco/technical support.
• Strong telecommunications background (internet, mobile, or fixed line).
• Excellent people management, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs.
• Monitor daily operations, including queue management, call handling, and escalation management.
• Provide real-time floor support for complex technical issues related to telco products and services.
• Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
• Ensure adherence to company policies, client SLAs, and compliance standards.
• Analyze performance trends and recommend process improvements.
• Handle escalated customer concerns and ensure timely resolution.
• Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
• Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
• Drive employee engagement, retention, and a positive team culture.

Skills

Leadership

People management

Coaching

Analytical thinking

Problem solving

Communication

Interpersonal skills

Job description

Job Summary

The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.

Job Description

Job Summary: The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.

Key Responsibilities

• Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs
• Monitor daily operations, including queue management, call handling, and escalation management.
• Provide real-time floor support for complex technical issues related to telco products and services
• Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
• Ensure adherence to company policies, client SLAs, and compliance standards.
• Analyze performance trends and recommend process improvements.
• Handle escalated customer concerns and ensure timely resolution.
• Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
• Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
• Drive employee engagement, retention, and a positive team culture.

Qualifications

• At least 2 years of leadership exp in a BPO (preferably in telco/technical support).
• Strong technical background in telecommunications (internet, mobile, or fixed line services).
• Excellent people management, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Must be amenable to work in BGC, Taguig