Customer Service Team Lead - English

Teleperformance; Bayan Lepas; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global customer service provider is seeking a Customer Service Team Lead in Penang, Malaysia. In this role, you will provide mentorship to your team, lead them through transitions, and deliver projects with quantitative analysis while advocating for an excellent user experience. Candidates should have a Bachelor's degree and at least 2 years of people management experience.

Qualifications

• Significant experience in a complex fast-paced environment.
• Minimum 2 years of prior relevant people management experience.
• Strategic thinker with strong analytical skills.

Responsibilities

• Provide mentorship and guidance to team members.
• Lead a high-performing team through transitions.
• Establish team goals and strategies for execution.
• Deliver projects involving quantitative analysis.
• Identify actionable insights to influence team strategy.
• Advocate for users within the market.

Skills

Proficiency in English (spoken and written)

Analytical and creative problem-solving

Excellent written and verbal communication

People management experience

Passion for user experience

Education

Bachelor Degree

Job description

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 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.