Team Lead - International BPO Technical Support

Job Title: Team Leader Technical Support

Job Location: Chennai

Shift: Night Shift

Job Summary

The Team Leader (TL) Technical Support will be responsible for leading, mentoring, and driving the operational performance of a team of Technical Support Engineers on the Netgear account. The role demands strong technical oversight, people management skills, and a focus on driving core customer service metrics including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Upsell/Sales target achievements for premium support contracts.

Key Responsibilities

People & Team Leadership

• Lead, coach, and motivate a team of Night Shift Technical Support Engineers to achieve daily and monthly performance metrics.
• Conduct regular 1-on-1 coaching sessions, call audits, and side-by-side monitoring to improve technical troubleshooting skills, soft skills, and upsell conversion rates.
• Manage shift operations, track attendance, manage shrinkage, and ensure smooth real-time queue and roster management.
• Foster an inclusive, positive, and high-performance team environment aligned with organizational DEI goals.

Operational & Quality Oversight

• Monitor team performance against key KPIs, including First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores.
• Serve as the first level of escalation for complex customer technical issues and high-severity complaints related to client devices and networking setups.
• Ensure team compliance with process guidelines, standard operating procedures (SOPs), and service level agreements (SLAs).

Required Skills & Qualifications

Technical Competencies

• Strong knowledge of Computer Hardware/Software, Internet Fundamentals, and Networking Concepts (LAN, WAN, Routers, Switches, Modems, TCP/IP, DNS, Wireless Standards).
• Proven track record in troubleshooting complex technical networking issues.
• Deep understanding of contact center metrics (FCR, CSAT, AHT, Shrinkage, QA).
• Hands-on experience with upselling, cross-selling, or pitching technical support services in a customer service environment.

Soft Skills & Leadership Traits

• Excellent verbal and written English communication skills.
• Strong logical reasoning, critical thinking, and decision-making capabilities under high-pressure, fast-paced environments.
• Exceptional stakeholder management, conflict resolution, and people management skills.
• Customer-centric mindset with a focus on operational excellence.
• Diversity, Equality & Inclusion