Technical Support Circle Leader
Probe CX
Date: 7 hours ago
City: Taguig
Contract type: Full time
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Job 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
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Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.
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Life at Probe Group
Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.
Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.
Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.
Back to search results
Previous job Next job
Job 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.
- 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
Apply Now
Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.
Get notified for similar jobs
You'll receive updates once a week
Enter Email address (Required)
Failure!
Get tailored job recommendations based on your interests.
profile icon
Sign up
Profile recommendations
No recommendations found
Similar Jobs
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Jobseekers Also Viewed
No recommendations found
Life at Probe Group
Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.
Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.
Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.
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