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 workplace.
Superior coaching, people management, and conflict resolution skills.
Excellent communication, organizational, and stakeholder management abilities.
Robust 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.

📌 Walk In Team Leader Technical Support Voice & Non Voice Hyderabad
🏢 Vcc India
📍 Hyderabad