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Role & responsibilities - Lead, coach, and develop a team of Technical Support Advisors to consistently achieve departmental KPIs. - Monitor team performance through regular coaching sessions, quality reviews, and performance discussions. - Manage customer escalations and support the resolution of complex technical and service-related issues. - Partner with Quality, Training, Workforce Management, and Operations to improve team performance and customer outcomes. - Monitor operational metrics including Quality, Productivity, Attendance, Adherence, and Customer Satisfaction, implementing action plans where required. - Support day-to-day operational activities, including queue management, staffing requirements, and schedule adherence. - Foster a positive, accountable, and customer-focused team workplace. - Identify performance trends, recommend process improvements, and drive continuous improvement initiatives. - Support onboarding, nesting, and development of new team members. - Ensure compliance with company policies, processes, and performance expectations. Preferred candidate profile - 2 years of experience leading a technical support team in an International Contact Centre environment. - Superior coaching, people management, and conflict resolution skills. - Excellent communication, organizational, and stakeholder management abilities. - Strong analytical and problem-solving skills with the ability to make sound operational decisions. - Experience working with performance metrics and achieving operational targets. - Ability to manage multiple priorities in a fast-paced environment. .