Posted Mar 01, 2024 206 views
As the Team Lead - Technical Support plays a pivotal role in overseeing and coordinating the activities of the Technical Support Team in a dynamic call center environment. Tasked with managing shifts, this position will lead a team of TST agents dedicated to providing exceptional technical support to GPON customers of Transworld Home.
- Lead a team of technical support agents to ensure high performance and achievement of key KPIs
- Monitor team performance to ensure our customers are getting efficient & timely service quality.
- Efficiently manage and organize shift schedules to ensure adequate coverage and optimal team performance during all hours of shift operations.
- Possess an understanding of GPON technology and fixed network ISP services to provide guidance and support to team members in addressing customer inquiries and technical issues.
- Enforce adherence to company policies, procedures, and standards, ensuring a consistent and professional approach in all customer interactions
- Measure resource performance and ensure the optimum productivity level of each team member
- On call escalations handling for better customer experience.
- Contribute to team effort by accomplishing related results as needed.
Skills
Job Details
Trans World Associates (Pvt) Ltd
Transworld: Pakistans backbone for international connectivity Transworld is a joint venture of Orascom Telecom Holding, Saif Group and Omzest Group of Oman and is Pakistans premier Internet and international connectivity provider. We have built our reputation providing reliable backhaul connectivity services to Pakistans leading ISPs and telcom operators. In the few years of its operation, Transworld has quickly become the favored choice of every major Broadband ISP, licensed voice operator and large corporations that require Tier 1 bandwidth to connect to the global community. It is a vital artery for voice and data communication in and out of the country and one of the major Internet routes for Pakistan. Transworld commenced operations in 2006 and is the only operator in Pakistan which owns its 1,300 KM submarine cable system TW1 and has capacities on other regional cables both on eastern and western sides for route diversity and resilience. The company has peering in Middle East, Europe, US and Far East with Tier-1 operators to provide lowest latency connections for Internet and data traffic.By virtue of its state of the art network, own private cable, international peering with Tier1 operators and strong local presence, Transworld gives unmatched SLAs to its local and international customers.
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