Walk-in || Team Leader Technical Support Voice & Non-Voice

Role & responsibilities

• Lead, coach, and develop a team of Technical Support Advisors to consistently achieve departmental KPIs.
• Monitor team performance through regular coaching sessions, quality reviews, and performance discussions.
• Manage customer escalations and support the resolution of complex technical and service-related issues.
• Partner with Quality, Training, Workforce Management, and Operations to improve team performance and customer outcomes.
• Monitor operational metrics including Quality, Productivity, Attendance, Adherence, and Customer Satisfaction, implementing action plans where required.
• Support day-to-day operational activities, including queue management, staffing requirements, and schedule adherence.
• Foster a positive, accountable, and customer-focused team environment.
• Identify performance trends, recommend process improvements, and drive continuous improvement initiatives.
• Support onboarding, nesting, and development of new team members.
• Ensure compliance with company policies, processes, and performance expectations.

Preferred candidate profile

• 2 years of experience leading a technical support team in an International Contact Centre environment.
• Superior coaching, people management, and conflict resolution skills.
• Excellent communication, organizational, and stakeholder management abilities.
• Strong analytical and problem-solving skills with the ability to make sound operational decisions.
• Experience working with performance metrics and achieving operational targets.
• Ability to manage multiple priorities in a fast-paced environment.