Job Title

Job Description – Team Lead (Technical Voice Support)Position: Team Lead – Technical Voice Location: Hyderabad CTC Range: ₹6.5 LPA – ₹7 LPA Shift: 24/7 Environment (Night Shift included) Industry Preference: Telecom (Preferred) | Any Technical DomainRole OverviewWe are looking for an experienced and dynamic Team Lead – Technical Voice to manage and guide a team of technical support associates. The ideal candidate will have strong technical knowledge, excellent people-management skills, and the ability to deliver high-quality customer support in a fast-paced, round-the-clock environment.Key ResponsibilitiesLead, mentor, and manage a team of technical voice support executives.Ensure team adherence to SLAs, KPIs, quality standards, and productivity metrics.Handle escalated technical issues and provide timely resolutions.Conduct regular team huddles, performance reviews, and coaching sessions.Monitor calls and provide constructive feedback to improve service quality.Coordinate with Quality, Training, and Operations teams to drive performance improvements.Prepare and analyze daily, weekly, and monthly performance reports.Ensure compliance with company policies, process guidelines, and customer requirements.Drive team engagement, motivation, and retention.Required Skills & QualificationsGraduate with relevant experience.Minimum 2–4 years of experience in Technical Voice Support with at least 1 year as a Team Lead.Strong technical background (Telecom domain preferred; other technical domains acceptable).Hands-on experience in handling technical troubleshooting over voice.Excellent communication, leadership, and stakeholder management skills.Proven ability to manage team performance in a 24/7 shift environment.Comfortable working in night shifts and rotational shifts.Strong problem-solving, decision-making, and analytical skills.Knowledge of call center tools, CRM systems, and reporting metrics.Preferred Candidate ProfileExperience in the telecom industry (Voice, Network, Broadband, or related technical support).Prior experience managing technical escalations and client interactions.Immediate to short notice joiners preferred.For more information reach out to HR - Neha 8008325085