Position: Team Leader(TL) – Technical Support
Process: Live Chat Support – Telecom
Experience: 3–4 Years in BPO/Telecom/Technical Support
Employment Type: Full-Time

Job Summary

We are looking for an experienced Team Leader to manage a team of Technical Support Executives handling live chat support for a telecom process. The candidate will be responsible for team performance, customer experience, quality, productivity, escalations, and process adherence.

Key Roles & Responsibilities

- Lead and manage a team of Technical Support Executives handling live chat interactions.
- Monitor daily productivity, AHT, CSAT, FCR, QA scores, and other process KPIs.
- Provide real-time support and guidance to executives for technical and customer-related issues.
- Handle customer escalations and ensure timely and effective resolution.
- Conduct regular performance reviews, coaching, feedback, and action plans.
- Monitor chat quality, communication, troubleshooting accuracy, and adherence to process guidelines.
- Identify performance gaps and provide coaching and corrective actions.
- Coordinate with QA, Training, Operations, and client teams for process improvements.
- Ensure adherence to SOPs, telecom processes, security guidelines, and company policies.




- Prepare and maintain daily/weekly performance reports and MIS.
- Manage team attendance, schedule adherence, shrinkage, and leave planning.
- Conduct team huddles and communicate process updates, policy changes, and client requirements.
- Support new hires during nesting and ensure smooth transition to production.
- Drive team engagement, discipline, accountability, and overall performance.

Required Skills & Qualifications

- 3–4 years of BPO experience, preferably in telecom or technical support.
- Prior experience as a Team Leader / Senior Executive / SME in a chat or technical support process.
- Strong understanding of live chat support and technical troubleshooting.
- Good knowledge of BPO KPIs, QA metrics, AHT, CSAT, FCR, productivity, and SLA.
- Excellent written and verbal communication skills.
- Strong problem-solving, escalation handling, and decision-making abilities.
- Good knowledge of MS Excel, reporting, and basic MIS.
- Ability to manage targets, motivate teams, and work in a 24/7 rotational setting.

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Flexible schedule
- Paid sick time
- Paid time off

Work Location: In person

📌 Team Lead-BPO (Perungudi)
🏢 Nama Outsourcing
📍 Perungudi