Job Description

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...

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