Strategic Customer Service Team Lead — Mentorship

Teleperformance; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Teleperformance Malaysia is seeking a Customer Service Team Lead to guide and mentor the customer service team, ensuring performance standards are met and improvements are driven through data and cross-functional collaboration.

The role focuses on developing talent, leading transitions, and coordinating with global teams to deliver scalable solutions and enhanced user experiences for customers in the Malaysia market.

Qualifications

• Bachelor degree preferred.
• Proficiency in 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 team members.
• Lead a high-performing team through a 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

English Proficiency

People Management

Strategic Thinking

Analytical Skills

Communication Skills

User Experience Focus

Education

Bachelor Degree

Job description

Teleperformance Malaysia is seeking a Customer Service Team Lead to guide and mentor the customer service team, ensuring performance standards are met and improvements are driven through data and cross-functional collaboration.

The role focuses on developing talent, leading transitions, and coordinating with global teams to deliver scalable solutions and enhanced user experiences for customers in the Malaysia market.