Bilingual Operations Supervisor | Data-Driven Team Lead

Teleperformance; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Teleperformance in Kuala Lumpur, Malaysia, is seeking a capable Team Manager to oversee a review agents team and drive performance improvements. You will train, motivate and coach the team while ensuring adherence to policies and timely reporting.

The role requires strong data analysis to identify trends in review timeliness and violation rates, and close collaboration with technology, product and legal departments to enhance the platform's content ecosystem and business development.

Qualifications

• Proven experience leading and training a review team.
• Strong data analysis to identify trends and optimize operations.
• Excellent cross-department collaboration with tech, product and legal teams.
• Able to communicate effectively in Mandarin and English.

Responsibilities

• Oversee and supervise a team of agents.
• Attend required training sessions for new information and updates.
• Acquire and transfer knowledge of tools and workflows to the team.
• Assist in developing and streamlining procedures.
• Coach, motivate, reward and discipline as necessary.
• Ensure open communication between agents, supervisors and management.
• Ensure adherence to policies and company programs.
• Monitor attendance, performance and productivity of agents.
• Prepare and ensure accuracy of reports.
• Keep agents informed of operational changes.
• Conduct briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and address issues.
• Provide agent feedback through observations.
• Support incentive programs and department duties in absence of others.
• Perform other duties as assigned.

Skills

Team Management

Data Analysis

Communication and Collaboration

Mandarin & English

Job description

Teleperformance in Kuala Lumpur, Malaysia, is seeking a capable Team Manager to oversee a review agents team and drive performance improvements. You will train, motivate and coach the team while ensuring adherence to policies and timely reporting.

The role requires strong data analysis to identify trends in review timeliness and violation rates, and close collaboration with technology, product and legal departments to enhance the platform's content ecosystem and business development.