Customer Service Team Lead: Data-Driven Growth Coach

TP; George Town; Sur place; MYR 56 000 - 61 000; Plein temps

Avantages offerts par ce poste

Career development

Dynamic working environment

Lead a high-performing team

Résumé du poste

TP is seeking a Customer Service Team Lead in Penang to guide an English-speaking customer service team in a fast-paced BPO setting. You will drive performance, coach staff, and ensure top-notch customer experiences while meeting SLAs.

The role focuses on leadership, data-driven improvement, and collaboration with clients and internal stakeholders to deliver consistent results and growth opportunities.

Qualifications

• Bachelor's Degree or Diploma in a relevant field.
• Experience leading customer service teams in a BPO/CC environment.
• Strong English written and spoken communication; data-driven with coaching ability.

Responsabilités

• Lead, mentor, and develop team members with regular coaching and performance feedback.
• Manage daily team operations to achieve productivity, service quality, and targets.
• Set performance goals, monitor progress, and implement improvement strategies.
• Present insights from performance reports to management and stakeholders.
• Collaborate with clients and internal teams to address challenges and drive improvements.
• Conduct regular performance reviews and support employee growth and career development.
• Analyse trends from data to identify opportunities for operational excellence.

Connaissances

Team Leadership

Coaching & Mentoring

Data Analysis

English Communication

Stakeholder Management

Problem Solving

Formation

Bachelor's Degree or Diploma

Outils

Excel

Description du poste

TP is seeking a Customer Service Team Lead in Penang to guide an English-speaking customer service team in a fast-paced BPO setting. You will drive performance, coach staff, and ensure top-notch customer experiences while meeting SLAs.

The role focuses on leadership, data-driven improvement, and collaboration with clients and internal stakeholders to deliver consistent results and growth opportunities.