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Technical Support Circle Leader at Probe CX
Taguig, Metro Manila, Philippines -
Full Time

Start Date

Immediate

Expiry Date

30 Dec, 25

Salary

0.0

Posted On

01 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Leadership, Coaching, Technical Support, Telecommunications, People Management, Conflict Resolution, Analytical Skills, Problem Solving, Communication Skills, Interpersonal Skills

Industry

Outsourcing and Offshoring Consulting

Description
Job Summary: The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team. Key Responsibilities: Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs Monitor daily operations, including queue management, call handling, and escalation management. Provide real-time floor support for complex technical issues related to telco products and services Conduct regular performance reviews, 1:1 coaching sessions, and team huddles. Ensure adherence to company policies, client SLAs, and compliance standards. Analyze performance trends and recommend process improvements. Handle escalated customer concerns and ensure timely resolution. Collaborate with Training, Quality, and Workforce teams to improve team effectiveness. Prepare and submit reports on performance, incidents, and escalations to Operations Managers. Drive employee engagement, retention, and a positive team culture. Qualifications: At least 1 year of leadership exp in a BPO (preferably in telco/technical support). Strong technical background in telecommunications (internet, mobile, or fixed line services). Excellent people management, coaching, and conflict-resolution skills. Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Must be amenable to work in BGC, Taguig
Responsibilities
The Team Leader manages and supports a team of technical support representatives handling telco-related services. They ensure performance metrics, quality standards, and customer satisfaction targets are met while providing coaching and technical guidance.