BPO Team Lead: Elevate Customer Experience

TP; Kuala Lumpur; On-site; MYR 73,000 - 100,000; Full time

Job summary

TP is seeking an experienced Team Lead with strong BPO/contact centre background and excellent English communication skills to guide and support a high-performing customer service team in Kuala Lumpur.

You will lead, coach, and monitor a team to meet business and performance targets, drive quality, and ensure adherence to client requirements. This role requires proactive management, effective stakeholder communication, and a collaborative approach.

Qualifications

• 2+ years of BPO/contact centre experience required.
• Fluent in English (C1 level) with strong written and spoken communication.
• Leadership, coaching and people-management skills essential.

Responsibilities

• Lead, coach and motivate a team of Customer Service Representatives to achieve targets.
• Monitor daily team performance including productivity, quality, attendance and customer satisfaction.
• Provide regular coaching and performance feedback; implement improvement plans when needed.

Skills

Team Lead

English fluency

Leadership

Coaching

People management

BPO experience

Quality metrics

Job description

TP is seeking an experienced Team Lead with strong BPO/contact centre background and excellent English communication skills to guide and support a high-performing customer service team in Kuala Lumpur.

You will lead, coach, and monitor a team to meet business and performance targets, drive quality, and ensure adherence to client requirements. This role requires proactive management, effective stakeholder communication, and a collaborative approach.