Customer Service Team Lead: Lead & Grow English Ops

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

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.