A Technical Lead is responsible for managing a team of 10 – 20 Level 1 and Level 2 engineers, ensuring team discipline and providing guidance to team members. This role involves receiving assignments with defined objectives, escalating issues to the supervisor and HR when necessary, and coaching frontline agents while maintaining quality standards.
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Key responsibilities include:
- Coaching frontline agents and promoting adherence to processes.
- Establishing and maintaining relationships to ensure service level agreement (SLA) compliance.
- Supporting case management and assisting management with programs related to total customer experience (TCE), cost, and operational effectiveness.
- Leading and mentoring Level 2 engineers, as well as managing team incentives, rewards, and leave planning.
- Maintaining and distributing daily reports on operational volumes and performance analysis.
- Segregating workload between subject matter experts (SMEs) and agents.
- Handling transactional escalations and providing timely root cause analysis (RCA) for critical issues.
- Coordinating with delivery excellence teams to enhance operational rigor and participating in continuous improvement initiatives.
This full-time position, based in Riyadh, Saudi Arabia, may involve non-standard working hours, such as shift work or on-call availability. At DXC Technology, we value strong connections and a sense of community, placing emphasis on in-person collaboration while also offering flexibility to accommodate well-being and diverse work styles. We are dedicated to fostering an inclusive environment that supports everyone's growth.
