Technical Support Team Leader

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Summary

The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.

Key Responsibilities

• Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs
• Monitor daily operations, including queue management, call handling, and escalation management.
• Provide real-time floor support for complex technical issues related to telco products and services
• Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
• Ensure adherence to company policies, client SLAs, and compliance standards.
• Analyze performance trends and recommend process improvements.
• Handle escalated customer concerns and ensure timely resolution.
• Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
• Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
• Drive employee engagement, retention, and a positive team culture.

Qualifications

• At least 1 year of leadership exp in a BPO (preferably in telco/technical support).
• Strong technical background in telecommunications (internet, mobile, or fixed line services).
• Excellent people management, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Must be amenable to work in BGC, Taguig