Team Leader - ISP Technical Support (International BPO)

Role & responsibilities

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The Team Leader will be responsible for managing a team of Technical Support Representatives providing support for Internet Service Provider (ISP) customers across international markets. The role involves driving team performance, ensuring excellent customer experience, achieving service-level targets, coaching team members, and handling escalations related to internet, broadband, networking, and connectivity issues.

Key Responsibilities

Team Management

• Lead, motivate, and manage a team of Technical Support Executives.
• Monitor daily team performance against KPIs including CSAT, Quality, AHT, FCR, Productivity, and Attendance.
• Conduct regular coaching sessions, performance reviews, and development plans.
• Drive employee engagement and retention initiatives.
• Manage shift schedules, roster adherence, and workforce allocation.

Operations Management

• Ensure achievement of all operational targets and service levels.
• Monitor call queues and ticket volumes to maintain customer support efficiency.
• Analyze performance reports and identify improvement opportunities.
• Coordinate with Workforce Management, Quality, Training, and Operations teams.
• Ensure process compliance and adherence to company policies.

Customer Experience

• Handle customer escalations related to internet connectivity, broadband, Wi-Fi configuration, router setup, email issues, and networking concerns.
• Ensure timely resolution of complex technical issues.
• Improve customer satisfaction through effective issue resolution and service recovery.
• Maintain high standards of customer service and professionalism.

Technical Support Oversight

• Provide guidance on troubleshooting:

• Broadband/Fiber/Cable Internet issues

• Wi-Fi and Router Configuration

• DNS, IP Addressing, DHCP

• Email Client Configuration

• VPN and Remote Connectivity

• Home Networking Devices

• Support the team in resolving advanced technical concerns.

Reporting & Analytics

• Prepare daily, weekly, and monthly performance reports.
• Track trends, escalation patterns, and customer feedback.
• Present team performance updates to management.
• Recommend process improvements based on data analysis.

Required Qualifications

• Bachelor's degree preferred.
• 3 to 5 years of experience in Technical Support within an International BPO.
• Minimum 1 to 2 years of experience in Team Leader or Supervisory role.
• Strong understanding of ISP products and services.
• Experience managing voice and/or chat support teams.

Technical Skills

• ISP/Broadband troubleshooting.
• Networking fundamentals (TCP/IP, DNS, DHCP).
• Wi-Fi and router troubleshooting.
• CRM and Ticketing Tools.
• Microsoft Office Suite.
• Performance reporting and data analysis.

Soft Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Customer-centric approach.
• Problem-solving and decision-making ability.
• Conflict resolution and escalation management.
• Ability to work in a fast-paced 24/7 environment.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Quality Score
• Schedule Adherence
• Team Productivity
• Employee Retention and Engagement

Work Environment

• International Voice/Chat Process.
• Rotational shifts including weekends and holidays.
• 24/7 Operations Environment.

Preferred Candidates

• Experience supporting customers from the US, UK, Canada, Australia, or other international markets.
• Exposure to fiber, broadband, cable, or wireless internet support.
• Prior experience in telecom or ISP technical support operations.

Regards,

Yamanur HR Team.

[email protected]

9449900624 - Please do not call - Keep only Message in What's App with your resume