Customer Service Team Lead - KL

Teleperformance; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Teleperformance in Malaysia seeks a seasoned people manager to mentor a market team during an exciting transition, building problem solving, analytical, and technical capabilities for scalable solutions. You will drive strategic direction and communicate progress across global teams.

The role emphasizes advocacy for users, cross-functional collaboration, and delivering data-driven insights to shape team strategy and outcomes.

Qualifications

• Bachelor degree preferred.
• 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 team members.
• Lead a high-performing team through a transition to build problem solving, critical thinking, analytical and technical capabilities for scalable solutions.
• Team management for a market team and serve as cross-functional/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 with global cross-functional teams.
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
• Advocate for users within their market, partnering with global teams to develop global solutions.

Skills

Analytical thinking

Creative problem solving

Excellent communication

User experience focus

Education

Bachelor degree preferred

Job description

Qualifications

Minimum requirements:

• Bachelor Degree preferred
• 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

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