BPO Team Lead (Helpdesk)

The BPO Team Lead (Helpdesk) is responsible for supervising, mentoring, and guiding the L1 helpdesk team, ensuring high performance and service quality. They will manage team scheduling, attendance, task allocation, and workload distribution, conduct regular team meetings, and monitor service desk metrics.

Requirements

• Supervise, mentor, and guide the L1 helpdesk team
• Manage team scheduling, attendance, task allocation, and workload distribution
• Conduct regular team meetings and performance reviews
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction)
• Act as the primary escalation point for L1 technical issues
• Ensure prompt response, troubleshooting, and closure of support tickets
• Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy
• Prepare daily/weekly reports on team performance and service desk KPIs
• Identify gaps in support processes and develop improvement plans
• Ensure compliance with ITIL processes such as Incident, Request, and Problem Management
• Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs
• Promote consistent application of company policies, procedures, and service standards
• Maintain a strong customer-service mindset across the team
• Handle user complaints professionally and ensure issues are resolved promptly
• Communicate effectively with end-users, peers, and management during incidents or service outages