Team Lead - Technical Support

Key Responsibilities

• Lead and manage a team of 15 technical support engineers efficiently, driving their performance and professional growth.
• Handle escalated customer calls and complex technical issues, providing expert troubleshooting and resolution.
• Monitor individual and team performance against key KPIs, implementing strategies for continuous improvement.
• Ensure the team consistently meets and exceeds all project-assigned performance metrics and service level agreement.
• Provide constant coaching, feedback, and performance evaluations to team members to enhance their skills and productivity.
• Facilitate effective communication channels between the client and internal stakeholders to ensure alignment and prompt issue resolution. Oversee the efficient processing of customer RMA requests, including inquiries and escalations, ensuring global process adherence.
• Prepare and present detailed performance reports of the team to management and client stakeholders.

Requirements

• Proven experience in a Technical Support Team Lead or similar supervisory role, preferably in a BPO environment.
• Strong expertise in WiFi networking protocols, consumer electronic devices, and their technical troubleshooting.
• Demonstrated experience in managing and motivating a team of 15+ agents in a fast-paced environment.
• Proficiency in handling customer escalations and complex technical issues across phone, chat, and email channels.
• Solid understanding of call center KPIs and metrics, with a track record of driving performance improvements.
• Excellent coaching, mentoring, and communication skills (verbal and written).
• Experience with Return Merchandise Authorization (RMA) processes and global logistics.
• Ability to analyze data, prepare performance reports, and present findings effectively.
• Strong problem-solving abilities and a customer-centric approach