Team Lead - Technical Support

Key Responsibilities:

• Supervise and manage the daily operations of a team of technical support agents, ensuring adherence to defined service levels, quality standards, and productivity metrics.
• Monitor and analyze team performance against key performance indicators (KPIs) such as SLA attainment, absenteeism, and attrition, implementing corrective actions as necessary.
• Act as the primary point of contact for advanced customer escalations, inquiries, and complaints, driving timely and effective resolution for both internal and external stakeholders.
• Identify opportunities for process enhancements, implement value-added initiatives, and contribute to improvement plans to optimize team efficiency and customer satisfaction.
• Provide regular monitoring, coaching, and constructive feedback to team members, focusing on technical proficiency, customer experience delivery, and professional development.
• Prepare and manage team schedules, ensuring adequate coverage, and diligently track attendance and compliance with company policies.
• Serve as an effective interface between the team and upper management, as well as cross-functional support departments, to ensure smooth operations and alignment with organizational goals.
• Conduct performance appraisals, set objectives, and foster a culture of continuous learning and high performance within the team.

Required Profile:

• Proven experience (1+ years) in a Technical Support Team Lead or similar supervisory role, preferably in a BPO environment.
• Proven expertise in Windows and Mac Operating Systems, including advanced troubleshooting and administration.
• Strong foundational and expert knowledge of Networking and Cloud Concepts (M365, Azure, AWS, GCP, TCP/IP, DNS, DHCP, VPN, Wi-Fi),
• Exceptional verbal and written communication skills, capable of conveying complex technical information clearly and concisely.
• Demonstrated ability to mentor, coach, and develop team members, fostering a positive and productive work environment.
• Proficiency in presentation and reporting, with the ability to articulate team performance and project updates to stakeholders.
• Solid understanding of performance management, Service Level Management (SLM), and shrinkage management principles.
• A keen drive and proactive attitude towards learning new technologies and sharing knowledge with the team and peers.
• Strong team-building and leadership skills, with a collaborative and problem-solving approach.