Team Lead - English - PJ (Software Project)

Teleperformance; Petaling Jaya; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Team Lead to enhance customer service excellence. This role requires a passionate leader who can coach and motivate a team while ensuring high-quality performance across various channels. You will be responsible for driving team success through effective communication and data-driven strategies. If you have a knack for identifying talent and fostering a culture of excellence, this is the perfect opportunity for you to make a significant impact in a fast-paced environment.

Qualifications

• 3+ years experience in customer service or technical fields.
• Proven ability to coach and develop talent effectively.

Responsibilities

• Dedicate 80% of time to coaching and supporting agents directly.
• Manage day-to-day operations to ensure consistent quality and productivity.

Skills

Customer Service Skills

Coaching and Mentoring

Communication Skills

Organizational Skills

Data-Driven Performance Analysis

Team Leadership

Problem Solving

Business Process Improvement

Education

Bachelor's Degree (Preferred)

Job description

Qualifications

Team Leads shall meet or have the following education, work experience and other recommended requirements:

• 3 + years experience at handling customers within service/technical fields.
• Fluent in English where required as a primary language for the provision of Services.
• Ability to explain what's driving their teams' performance in a concise and data driven way.
• Ability to identify and grow talent, lead, motivate and coach direct reports.
• Proven ability to identify training needs and support development of programs.
• High level of integrity as demonstrated personally and professionally.
• Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.
• Outstanding customer service skills.
• Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the point communication.
• Excellent organizational skills and detail-oriented approach to problem solving
• Demonstrated proficiency in multi-tasking and prioritization.
• Clearly demonstrated passion for ensuring the success of Facebook’s culture of excellence and commitment to quality and customer service.
• Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry o Familiarity with project management
• Moderate understanding of business process improvement methods.
• Understanding of departmental policies and procedures

Responsibilities

Team Lead’s responsibilities include but are not limited to the following:

• Expectation of team leads is that 80% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
• Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement.
• Managing day-to-day operations – ensure consistent quality and productivity acrosschannels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
• Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager) with to-the-point communication.
• Able to adapt quickly to changes in workflows/processes/procedures/product features.
• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
• Able to clearly outline current performance drivers of their market and actions to improve.
• Maintain a professional and personable demeanor at all times
• Team lead will also undergo 2 weeks Going Further/Nesting stage wheren they'll need to take in calls and need to meet the call quality requirement