Technical Support Team Lead - Bengaluru, India - Eagle Eye Networks

Description

Responsibilities:

● Motivating and coaching Support team members

● Maintain currency with business development and new product lines and ensure training and

development plans are maintained for all team members

● Manage day-to-day line activities, prioritize, and make risk/impact assessments within existing

processes and procedures towards achieving SLAs

● Use company methodology, team input, and self-initiative to ensure attendance and retention

targets are achieved

● Delegating tasks and achieving daily, weekly and monthly goals.

● Work with the Manager Operations to identify and deliver positive change and bolster team

efficiency and effectiveness

● Escalate any appropriate problems to senior management

● Support the Manager Operations to highlight operational risks and areas for improvement.

Required Skills and Experience:

● Team management experience.

● Minimum of 4 years' experience within a contact center environment as a Team Lead.

● Experience in Technical Support, Networking and Linux based environment is a must.

● Excellent technical, diagnostic and troubleshooting skills.

● Excellent leadership and communication skills

● Strong coaching and people-development skills through customer interaction monitoring, quality

feedback, etc.

● Ability to deal with demanding customers and escalations

● Energetic and motivating individual

● Solution oriented.