Team Leader, Technical Support, Telecom BPO
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. Backed by 5 years of experience, the service is delivered in French (B2) and English (B2). Performed remotely under a service contract with Good-ID Sàrl, the employee's employer and the party responsible for the work delivered.
Role and background
As a Team Leader specializing in FTT ADSL and SST ADSL services for French BPO clients, I have developed expertise in team management and performance optimization. In this role, I have mentored team members, analyzed key performance indicators, and implemented action plans to meet service quality objectives. I am ready to bring my attention to detail and my ability to solve complex problems to a European company.
Professional Experience
Team Leader for FTT ADSL and SST ADSL Operations
September 2021–September 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Mentored and coached 15 employees on FTT ADSL and SST ADSL operations, helping them develop their skills and maintain their motivation. Monitored individual and team performance on a daily basis, implementing targeted action plans based on in-depth analyses. Facilitated team interviews and meetings, and managed related administrative tasks. Directly contributed to achieving service quality objectives for French clients in the telecommunications sector.
Technical Advisor for FTT and SST ADSL Operations
December 2018–September 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Assisted French customers in resolving technical issues related to FTT and ADSL services, providing professional telephone support and efficiently handling service disruptions. Handled complaints with the goal of achieving a satisfactory resolution and initiated the necessary technical interventions. This role helped maintain a high level of customer satisfaction and streamlined the user experience when dealing with technical incidents.
Customer Service Representative for FREE Mobile After-Sales Support
August 2017 to December 2017 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managed a portfolio of mobile customer service requests for the French market, carefully analyzing technical and usage issues to provide tailored solutions. Guided and advised customers on offers and services, ensuring a clear understanding of the available options. Contributed to customer satisfaction by providing personalized support and effectively resolving issues.
Skills
Hard Skills: Team management, Performance optimization, Analysis of key metrics, Telecommunications (ADSL/FTT), BPO technical support
Soft Skills: Leadership, Complex Problem Solving, Attention to Detail, Intercultural Communication, Coaching
Assets: Proven experience working with French clients (via Intelcia and Teleperformance), Experience with remote work (BPO)
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
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- BPO Customer Service Quality Trainer and CoachFrench C1 · English B2 · Ref. 20449
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.