Customer Service Team Lead – English (BPO)

Teleperformance Malaysia Sdn Bhd; Penang; On-site; MYR 56,000 - 61,000; Full time

Job summary

Teleperformance Malaysia Sdn Bhd is seeking an experienced Customer Service Team Lead in Penang to lead and develop a high-performing English-speaking team within a BPO environment.

You will oversee daily operations, drive performance, and translate data into actionable improvements while mentoring staff and ensuring excellent customer experiences. Strong leadership and analytics are essential for success.

Qualifications

• Bachelor's degree or diploma in any relevant field.
• 2–3 years in a Team Lead or people management role within BPO or contact centre.

Responsibilities

• Lead, coach, and develop team members through regular feedback.
• Manage daily operations to meet productivity and SLA targets.
• Set performance goals, monitor progress, and implement improvements.
• Drive performance through coaching, problem-solving, and data analysis.
• Conduct regular performance reviews and identify growth opportunities.
• Analyze reports and quality data to spot trends and improvements.
• Prepare insights for management and stakeholders.
• Collaborate with clients and internal teams to address challenges.
• Support strategic data analysis and process improvement projects.
• Empower team to strengthen product knowledge and customer service.

Skills

Leadership

Coaching

Analytics

Communication

Stakeholder management

Problem-solving

Data-driven improvements

Education

Bachelor's degree or diploma

Job description

Location: Livingston Tower, Bayan Lepas, Penang
Salary: RM5,000 – RM5,500
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.

TP (Formerly Known As Teleperformance)

TP is a global leader in digital business services, delivering customer experience solutions for some of the world’s most respected brands. With over 410,000 employees across 170 countries, TP blends advanced technology with human empathy to support customers across voice, chat, email, and social platforms.

TP Malaysia is a certified Great Place to Work and a leading multilingual hub supporting more than 20 languages. The site has been recognized for innovation in AI, virtual reality training, and employee engagement.

This is where people grow, thrive, and succeed together through #MoreTogether.

What can I earn as a Customer Service Team Leader