Team Manager – Technical Support

About the role

The Team Manager – Technical Support leads a group of technical support agents, ensuring high‑quality service and meeting defined performance targets. This onsite position is based at the Cyberpark site and requires a proactive leader who can motivate and develop the team.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report, and communicate metric goal attainment for the team.
• Communicate client and campaign issues promptly to Site Operations Management.
• Monitor call quality, achieve weekly monitoring targets, and maintain scoring standards.
• Coach, mentor, and develop agents for skill growth and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
• Maintain accurate employee records for direct reports.
• Offer subject‑matter expertise and ensure training needs are met.
• Adjust operations under supervision to meet service‑level agreements.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• At least 1 year of supervisory technical‑support experience in a BPO environment.
• Strong oral and written communication skills.
• Effective leadership, coaching, and interpersonal abilities.
• Analytical, problem‑solving, and team‑player mindset.
• Ability to motivate agents, maintain high customer‑service standards, and work under pressure.
• Willingness to work onsite at the Cyberpark location and start immediately.

Required skills

What we offer

• Opportunity to lead a dynamic technical‑support team.
• Professional development and coaching opportunities.
• Competitive compensation package.