CS Team Lead

Job Summary

The Technical Support Team Leader is responsible for leading coaching and supporting a team of Technical Support Representatives handling customer service and basic-to-intermediate technical concerns for a telecommunications account. The role focuses on service quality performance management adherence to SLAs and continuous improvement while ensuring an excellent customer experience.

Job Summary

The Technical Support Team Leader is responsible for leading coaching and supporting a team of Technical Support Representatives handling customer service and basic-to-intermediate technical concerns for a telecommunications account. The role focuses on service quality performance management adherence to SLAs and continuous improvement while ensuring an excellent customer experience.

Key Responsibilities

Team Leadership & People Management

• Supervise and manage a team of Technical Support Representatives handling telco-related concerns (e.g. connectivity mobile broadband devices and billing-related technical issues).
  

• Conduct regular coaching sessions performance reviews and feedback discussions.
  

• Motivate team members to meet and exceed individual and team KPIs.
  

• Handle escalations from agents and provide real-time support during live calls or chats.
  

• Support onboarding nesting and ongoing development of new and existing team members.
  

Operations & Performance Management

• Ensure adherence to service level agreements (SLAs) quality standards and productivity targets (AHT CSAT FCR QA scores).
  

• Monitor daily attendance schedule adherence and workload distribution.
  

• Analyze performance data and reports to identify trends gaps and improvement opportunities.
  

• Implement action plans to address performance issues and improve service delivery.
  

Quality & Customer Experience

• Ensure consistent delivery of high-quality customer service and technical support.
  

• Review call/chat evaluations and reinforce correct troubleshooting and customer handling practices.
  

• Promote customer-centric behavior and compliance with company and client policies.
  

• Act as the first point of escalation for complex or sensitive customer issues.
  

Process Improvement & Collaboration

• Work closely with QA Training Workforce and Operations teams to improve processes and results.
  

• Provide feedback on tools scripts and workflows to enhance agent effectiveness.
  

• Assist in implementing new processes updates or client initiatives.
  

• Ensure team compliance with data privacy security and regulatory requirements.
  

Requirements

Qualifications

Education & Experience

• Bachelors degree or equivalent work experience preferred.
  

• Minimum 2 years of experience as a Team Leader or Senior Agent in a BPO environment.
  

• Strong background in telco technical support or customer service (voice chat and email).
  

Skills & Competencies

• Solid understanding of telco products and services (mobile broadband devices basic networking).
  

• Strong leadership coaching and people management skills.
  

• Excellent communication and customer service skills.
  

• Ability to analyze performance metrics and drive results.
  

• Proficient in CRM systems and contact center tools.
  

• Ability to work in a fast-paced shifting schedule environment.
  

Preferred Skills

• Experience handling escalations for technical and customer service issues.
  

• Familiarity with ITIL concepts basic networking or troubleshooting frameworks (a plus not required).
  

• Experience supporting offshore/onshore telco accounts.
  

Benefits

What We Offer

At Beehive-BPO Corp (also known as SolutionCX) we strive to provide a supportive and rewarding work environment. Employees can look forward to the following benefits:

• ONSITE Potential Hybrid once performance has been established
  

• Full government-mandated benefits: SSS PhilHealth and Pag-IBIG
  

• Night differential pay and holiday compensation
  

• 13th-month pay bonus
  

• Free HMO coverage with 1 free dependent upon regularization
  

• Paid leave entitlements upon regularization
  

• Accident insurance for added peace of mind
  

• Quarterly Perfect Attendance Incentives
  

• Company-Sponsored Events Team building employee engagement programs and more
  

• Awards & Recognition Programs to celebrate outstanding performance