BPO Team Leader (Technical Support)

Job Description

The BPO Team Leader (Technical Support) is responsible for supervising a team of technical support representatives to ensure high-quality customer service and operational efficiency. This role involves coaching team members, monitoring performance, resolving escalated technical issues, and driving continuous improvement initiatives. The Team Leader works closely with operations management to achieve service level agreements and customer satisfaction goals. Strong leadership, technical knowledge, and problem-solving abilities are essential for success.

Key Responsibilities
Lead and supervise a team of technical support executives.
Monitor daily team performance against productivity and quality targets.
Conduct regular coaching sessions and performance evaluations.
Handle customer escalations and resolve complex technical issues.
Prepare team reports and operational performance dashboards.
Ensure compliance with company policies and support processes.
Coordinate training sessions for new hires and existing employees.
Foster a positive work environment focused on customer satisfaction and continuous improvement.