BPO Team Lead (Helpdesk)

Key Responsibilities

Team Leadership & Management

• Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
• Manage team scheduling, attendance, task allocation, and workload distribution.
• Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.

Operational Responsibilities

• Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
• Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
• Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy.
• Assist in handling high-priority or major incident tickets as required.
• Prepare daily/...