Senior Technical Support Operations Lead

3 days ago


Saddar Town, Pakistan Sybrid (Pvt) Ltd - A Lakson Group Company Full time
Job Description

We are seeking a highly skilled Senior Technical Support Operations Lead to join our team at Sybrid (Pvt) Ltd. As a key member of our Contact Centre, you will be responsible for ensuring the smooth operation of all technical support activities.

Your primary objective will be to maintain exceptional service levels while driving continuous improvement in response times, resolution rates, and overall customer satisfaction.

You will lead a team of Supervisors, Team Leaders, and Engineers, providing guidance and coaching to ensure they have the necessary skills and knowledge to excel in their roles.

In this dynamic position, you will identify training needs and collaborate with our Training and Development team to develop tailored programs that enhance the capabilities of our technical support staff.

This is an outstanding opportunity for a seasoned professional with a passion for delivering exceptional customer experiences to drive business success and growth.

Key Responsibilities:
  • Maintain high-quality technical support services aligned with industry best practices.
  • Lead performance management initiatives, including goal setting, feedback, and coaching.
  • Develop and implement strategies to improve first-call resolution rates and reduce mean time to resolve issues.
  • Collaborate with cross-functional teams to optimize processes, streamline operations, and drive efficiency.


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