01Overview
Role & responsibilities
- Lead, coach, and develop a team of Technical Support Advisors to consistently achieve departmental KPIs.
- Monitor team performance through regular coaching sessions, quality reviews, and performance discussions.
- Manage customer escalations and support the resolution of complex technical and service-related issues.
- Partner with Quality, Training, Workforce Management, and Operations to improve team performance and customer outcomes.
- Monitor operational metrics including Quality, Productivity, Attendance, Adherence, and Customer Satisfaction, implementing action plans where required.
- Support day-to-day operational activities, including queue management, staffing requirements, and schedule adherence.
- Foster a positive, accountable, and customer-focused team workplace.
- Identify performance trends, recommend process improvements, and drive continuous improvement initiatives.
- Support onboarding, nesting, and development of new team members.
- Ensure compliance with company policies, processes, and performance expectations.
Preferred candidate profile
- 2 years of experience leading a technical support team in an International Contact Centre environment.
- Superior coaching, people management, and conflict resolution skills.
- Excellent communication, organizational, and stakeholder management abilities.
- Strong analytical and problem-solving skills with the ability to make sound operational decisions.
- Experience working with performance metrics and achieving operational targets.
- Ability to manage multiple priorities in a fast-paced environment. .
