Customer Service Team Lead - Malay

Teleperformance; Bayan Lepas; On-site; MYR 67,000 - 112,000; Full time

Benefits offered by this job

Career development opportunities

Global cross-functional exposure

Job summary

Teleperformance Malaysia is seeking a Customer Service Team Lead to support our Customer Service team by sharing expertise, providing guidance, and ensuring performance standards are met.

You will mentor and lead a high-performing team, coordinating with global partners to develop scalable solutions while emphasizing user experience and effective communication.

Qualifications

• Bachelor's degree preferred.
• Proficiency in Malay and 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.

Skills

Malay language

English language

People management

Strategic thinking

Analytical skills

Creative problem-solving

Communication skills

Education

Bachelor's 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 Malay and 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.