Team Leader

1 week ago

Kuala Lumpur, Malaysia Teleperformance Full time

Overview:
We are looking for a passionate and results-driven **Team Leader** to lead a team of frontline support agents for a dynamic **Gaming project**. You will play a key role in ensuring exceptional service delivery, maintaining player satisfaction, and driving team performance within a fast-paced, digital environment.

Qualifications:

- Diploma or Bachelor’s Degree holder is preferable.
- ** Possess minimum 2 year team lead/supervisory working experience in BPO/Call Center**. An assertive, well-organized self-starter with demonstrated supervisory experience in managing operations.- Strong understanding of player experience and **online gaming** trends.- Preferably with **gaming** background
- A detail-oriented person with excellent written and verbal communication skills in** English** & Mandarin**languages
- Must know how to use excel file for reporting.
- Demonstrate behaviors that support high quality standards.
- Recognize trends and escalate information as appropriate.
- Proven track record of success to motive agents and exceed performance metrics.
- Present information effectively and persuasively across various communication channels.
- Problem solving to gather and analyze information and uses it to develop effective solutions.
- Tolerate stressful situations well.
- Able to work on 24/7 rotational shift.

**Responsibilities**:

- Lead and manage a team of customer service representatives handling inquiries for a popular gaming platform.
- Monitor daily team performance, including KPIs such as response time, CSAT, resolution time, and quality metrics.
- Provide coaching, feedback, and training to enhance individual and team performance.
- Manage and schedule team shifts, ensuring adequate coverage during peak hours and game updates/events.
- Handle complex player issues, escalations, and complaints professionally and efficiently.
- Collaborate with internal teams (Quality, Training, Product, etc.) to optimize support processes and knowledge base.
- Stay updated on the game’s features, updates, bugs, and community sentiment.
- Prepare performance reports and present insights with actionable recommendations.
- Foster a fun, positive, and inclusive team culture aligned with gamer communities.

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