Technical Support Team Leader (Telco)

Job Summary

The Technical Support Team Leader is responsible for leading, coaching, and supporting a team of Technical Support Representatives handling customer service and basic-to-intermediate technical concerns for a telecommunications account. The role focuses on service quality, performance management, adherence to SLAs, and continuous improvement while ensuring an excellent customer experience.

Key Responsibilities

Team Leadership & People Management

• Supervise and manage a team of Technical Support Representatives handling telco-related concerns (e.g., connectivity, mobile, broadband, devices, and billing-related technical issues).

• Conduct regular coaching sessions, performance reviews, and feedback discussions.

• Motivate team members to meet and exceed individual and team KPIs.

• Handle escalations from agents and provide real-time support during live calls or chats.

• ...