Team Leader - English - Penang

Teleperformance USA; Penang; On-site; MYR 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to oversee Agent Development. In this role, you will manage a team, ensuring they meet performance and quality metrics while providing guidance and support. Your leadership will be key in fostering a motivated team environment, where you will coach Agents to exceed targets and maintain high service levels. This position offers a unique opportunity to grow within a thriving company that values excellence in customer service and operational efficiency. If you are passionate about leadership and have a knack for problem-solving, this is the perfect chance to make a significant impact.

Qualifications

• Bachelor's degree or equivalent experience in a call center or related field.
• At least 1 year of BPO supervisory experience or completion of internal Agent development initiatives.

Responsibilities

• Manage and develop a team of Agents to meet performance and quality metrics.
• Provide real-time support to Agents during calls and handle escalated inquiries.
• Conduct regular monitoring of team contacts and provide feedback.

Skills

Interpersonal Skills

Leadership Skills

Problem-solving Skills

Customer Service Orientation

Analytical Skills

Education

Bachelor's Degree

Equivalent Experience in Call Center

Tools

MS Office

Job description

Responsibilities:

1. Directly responsible for Agent Development.
2. Manage and develop a team of Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction, and other key operational metrics by providing guidance, support, and education.
3. Regularly review team and Agent performance and quality metrics within shifts to ensure operational targets are met.
4. Spend approximately 80% of time monitoring and coaching.
5. Follow all steps of TOPS to manage the team and shift daily, ensuring 80% of shift time is dedicated to team management.
6. Support, motivate, evaluate, develop, and coach Agents to meet and exceed individual and team targets.
7. Conduct regular monitoring of team contacts, providing feedback, coaching, and education to meet client requirements.
8. Maintain and deliver required service levels while maximizing team productivity to achieve financial goals.
9. Provide real-time support to Agents during calls and handle escalated customer inquiries professionally when necessary.
10. Collaborate with a Point of Contact to identify issues and develop action plans for assigned KPIs.
11. Ensure adherence to Teleperformance policies and procedures, including Security, HR, and Operations, reporting infractions immediately.
12. Interact with other departments such as WFM, QA, Payroll/HR, etc.
13. Represent Teleperformance and Singapore Airlines as a unified team.

Main Job Requirements:

1. Completion of internal Agent development initiatives like JUMP (for internal candidates).
2. Bachelor’s degree or equivalent experience in a call center or related field (management, sales, tourism).

Work Experience:

1. At least 1 year of BPO supervisory experience or completion of internal Agent development initiatives like JUMP.
2. Preferably 1 year of experience in travel and hospitality.
3. Experience in the hospitality, travel, or airline industry is highly desirable.
4. Applicants with experience are prioritized; those without experience but meeting minimum qualifications are also considered.
5. Experience in B2B/B2C programs is advantageous.

Technical Skills:

1. Proficiency in MS Office.
2. Typing speed of 30 WPM.
3. English language proficiency.

Competencies and Skills:

1. Interpersonal and communication skills.
2. Problem-solving and analytical skills.
3. Leadership and management skills.
4. Planning and organizational skills.
5. Customer service orientation and sales skills (as applicable).