Team Leader- Technical International Process

We are looking for an experienced and dynamic

Team Leader for Technical Process

to manage and drive performance of a team handling technical support operations. The candidate should have strong people management skills, technical troubleshooting knowledge, and experience in a BPO/Contact Center environment.

The Team Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

Key Responsibilities: Manage a team of 18–20 Technical Support Executives Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA) Conduct team huddles, coaching sessions, and performance reviews Provide floor support for technical escalations Analyze reports and identify performance improvement areas Drive quality and compliance standards Manage attrition and shrinkage Ensure customer satisfaction targets are achieved Coordinate with QA, Training, and Operations teams Prepare weekly/monthly performance reports

Mandatory Skills:

Team Handling Experience (Minimum 1–2 years as TL) Technical Troubleshooting (Internet, Networking, Software, Hardware) KPI Management (AHT, CSAT, NPS, FCR, SLA) Escalation Handling Performance Management Coaching & Mentoring Client Communication Root Cause Analysis (RCA) Basic Networking Knowledge

Eligibility Criteria:

Graduate (Any Stream) 3–6 years overall experience in BPO/Technical Support Flexible for rotational shifts Excellent communication skills (Written & Verbal) Minimum 1 year experience as Team Leader in Technical/Semi Technical Process (Mandatory)

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