Customer Service Team Lead

TP; Penang; On-site; MYR 67,000 - 112,000; Full time

Job summary

TP is seeking a Team Lead for Customer Service in Malaysia. The role focuses on mentoring a team, driving performance, and delivering data-driven solutions through cross-functional collaboration.

You will set goals, monitor progress, and coach staff to improve problem-solving, product knowledge, and communication skills while overseeing day-to-day operations and quarterly reviews.

Qualifications

• Minimum 2-3 years of people management experience as TL.
• Ability to deliver feedback and coaching to team members based on data from quality monitoring and reporting development plan to stakeholders in an actionable format.
• Must be able to spot trends and tendencies with data and drive the team to look for insights.
• Strategic thinker with strong analytical and creative problem-solving skills.
• Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution.
• Significant experience in a complex fast paced environment
• Passion for ensuring an excellent user experience.

Responsibilities

• Provide mentorship, guidance, and career development to team members. Lead a high-performing team through a transition to build scalable solutions.
• 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 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.
• Set clear sales targets, both individual and team-based, and work towards achieving and exceeding these goals.
• Managing the day-to-day activities of the team.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting quarterly performance reviews.

Skills

People management

Coaching

Analytical thinking

Strategic thinking

Communication

Problem solving

Team leadership

Job description

• Team Lead experience for Customer Service is required

Responsibilities

• Provide mentorship, guidance, and career development to members of their 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.
• 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.
• Set clear sales targets, both individual and team-based, and work towards achieving and exceeding these goals.
• Managing the day-to-day activities of the team.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting quarterly performance reviews.

Requirements

• Minimum 2-3 years of people management experience as TL.
• Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format.
• Must be able to spot trends and tendencies with data and drives team to look for insights.
• Strategic thinker with strong analytical and creative problem-solving skills
• Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution.
• Significant experience in a complex fast paced environment
• Passion for ensuring an excellent user experience.