Team Lead - International BPO Technical Support

Movate · India

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

Movate is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.