Team Lead (Technical Support)

Overview

About the Role: The Team Lead will be responsible for managing a team of agents, ensuring smooth call center operations, maintaining service quality, and driving team performance in a fast-paced technical support environment.

Responsibilities

• Lead and manage a team of technical support agents
• Monitor team performance, KPIs, and service quality
• Handle escalations and ensure timely issue resolution
• Provide coaching, mentoring, and ongoing support to team members
• Coordinate with internal teams to ensure smooth operations
• Maintain reports and ensure SLA compliance

Qualifications

• Minimum 2 years of experience in Call Center / Technical Support (BPO preferred)
• Proven experience in a Team Lead or Senior Agent role
• Bachelor’s degree in IT, Computer Science, Software Engineering, Telecommunications, or related field
• Strong commu...