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Team Leader - Technical Support (BPO)

Probe CXTaguig, Metro Manila, Philippines

6 hours ago

Job description

Probe CX Taguig, National Capital Region, Philippines

Overview

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.

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 experience 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

Able to work in BGC, Taguig

Location : Taguig, National Capital Region, Philippines

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Team Leader • Taguig, Metro Manila, Philippines