Team Leader - ISB Technical Support (International BPO)

Role & responsibilities

The Team Leader - Technical Support is responsible for leading a team of Technical Support Associates providing customer assistance to international clients across voice, chat, email, or remote support channels. The role involves driving team performance, ensuring service excellence, managing escalations, and achieving operational and technical support KPIs while maintaining high customer satisfaction levels.

Key Responsibilities

Team Leadership & People Management

• Lead and manage a team of 15-25 Technical Support Executives.
• Conduct daily briefings, team huddles, and performance reviews.
• Coach and mentor team members to improve technical and customer service skills.
• Drive employee engagement, productivity, and retention initiatives.
• Manage attendance, schedule adherence, and workforce discipline.

Technical Support Operations

• Ensure timely resolution of technical issues related to hardware, software, networking, applications, and devices.
• Monitor support queues and ensure SLA compliance.
• Handle customer and technical escalations effectively.
• Collaborate with SMEs, Trainers, Quality, and Client stakeholders to resolve complex issues.
• Ensure adherence to troubleshooting standards and support procedures.

Performance Management

• Monitor and achieve key metrics including:
• CSAT (Customer Satisfaction)
• SLA Compliance
• Quality Scores
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Escalation Rate
• Productivity & Utilization
• Attendance & Adherence
• Conduct monthly and weekly performance reviews.
• Create action plans for underperforming team members.

Quality & Compliance

• Ensure compliance with client processes and security policies.
• Work with Quality teams to improve audit scores.
• Maintain documentation accuracy and knowledge base adherence.
• Promote a culture of continuous improvement and operational excellence.

Reporting & Analytics

• Prepare daily, weekly, and monthly operational reports.
• Analyze performance trends and identify process improvement opportunities.
• Present performance data and action plans to management and clients.

Required Qualifications

• Bachelor's Degree in any discipline.
• 3-6 years of experience in an International Technical Support BPO environment.
• Minimum 1-2 years of experience as a Team Leader, Assistant Team Leader, or SME.
• Experience supporting US, UK, Canada, or Australia customers.

Technical Skills

• Strong knowledge of:
• Windows Operating Systems
• Microsoft Office Suite
• Networking Fundamentals (TCP/IP, DNS, VPN, Wi-Fi)
• Hardware & Software Troubleshooting
• Remote Support Tools
• Ticketing Systems (ServiceNow, Zendesk, Freshdesk, Salesforce, etc.)
• Ability to guide teams through complex technical troubleshooting scenarios.
• Understanding of ITIL principles is preferred.

Behavioral Competencies

• Leadership & Team Building
• Coaching & Mentoring
• Strong Communication Skills
• Customer Focus
• Problem Solving & Decision Making
• Conflict Resolution
• Stakeholder Management
• Analytical Thinking

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Quality Score
• SLA Achievement
• Employee Retention
• team Productivity
• Escalation Reduction

Preferred Certifications

• ITIL Foundation
• Microsoft Certified Professional (MCP)
• CompTIA A+ / Network+
• ServiceNow Fundamentals
• Customer Service Certifications

Regards,

Yamanur HR Team.

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