Customer Service Team Lead – English (BPO)

TP; George Town; Presencial; MYR 56.000 - 61.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career development

Dynamic working environment

Lead a high-performing team

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team Leadership

Coaching & Mentoring

Data Analysis

English Communication

Stakeholder Management

Problem Solving

Educación

Bachelor's Degree or Diploma

Herramientas

Excel

Descripción del empleo

Intake Date: 23 November 2026

Employment Type: Full-Time

Job Summary

We are looking for an experienced and results-driven Customer Service Team Lead to lead and develop a high-performing English-speaking customer service team within a BPO environment.

The successful candidate will be responsible for overseeing daily team operations, driving performance, developing team capabilities, and ensuring excellent customer experience. This role requires strong leadership, analytical thinking, and the ability to translate performance data into actionable improvements.

Key Responsibilities

• Lead, mentor, and develop team members through regular coaching, guidance, and performance feedback.
• Manage daily team operations to ensure productivity, service quality, and operational targets are achieved.
• Establish individual and team performance goals, monitor progress, and implement strategies to improve results.
• Drive team performance through effective coaching, problem-solving, critical thinking, and analytical development.
• Conduct regular performance reviews and identify opportunities for employee growth and career development.
• Analyse performance reports, quality monitoring results, and operational data to identify trends and improvement opportunities.
• Prepare performance reports and present actionable insights and recommendations to management and stakeholders.
• Collaborate with clients and internal stakeholders to address operational challenges and implement improvement plans.
• Support strategic projects involving data analysis, operational research, and process improvement.
• Empower team members to strengthen their product knowledge, communication skills, and customer service capabilities.
• Ensure the team consistently delivers excellent customer experiences while meeting operational KPIs and service-level agreements (SLAs).

Requirements

• Bachelor's Degree or equivalent Diploma in any relevant field.
• Minimum 2-3 years of experience in a Team Lead or people management role within the BPO or contact centre industry.
• Strong experience managing customer service teams in a fast-paced operational environment.
• Good command of English, both written and spoken.
• Proven ability to coach, mentor, and provide constructive feedback based on performance data and quality monitoring results.
• Strong analytical skills with the ability to identify performance trends and translate data into actionable improvement plans.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to work closely with clients and internal stakeholders to resolve operational concerns.
• Strong leadership capabilities with a focus on team development and performance improvement.
• Passion for delivering excellent customer experiences and driving operational excellence.

What We Offer

• Competitive salary package of RM5,000 - RM5,500.
• Opportunities for career development and professional growth.
• A collaborative and dynamic working environment.
• The opportunity to lead and develop a high-performing customer service team.