Customer Service Team Lead

11 hours ago

Petaling Jaya, Selangor, Malaysia TP Full time

Overview:

We are looking for Customer Service Team Lead to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications:

  • Bachelor Degree preferred.
  • Proficiency in Mandarin and English (spoken and written).
  • Significant experience in a complex fast paced environment.
  • Minimum 2 years of prior relevant people management experience.
  • Strategic thinker with strong analytical and creative problem-solving skills.
  • Excellent written and verbal communication skills.
  • Passion for ensuring an excellent user experience.

Responsibilities:

  • Provide mentorship, guidance and career development to members of your team.
  • Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions.
  • Team management responsibilities for a market team, whilst also serving as a cross-functional and a global liaison in developed areas of expertise.
  • Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results.
  • Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions.
  • Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
  • Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions.

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