Team Lead – English Speaking | BPO

TP; Kuala Lumpur; On-site; MYR 73,000 - 100,000; Full time

Job summary

TP is seeking an experienced Team Lead with strong BPO/contact centre background and excellent English communication skills to guide and support a high-performing customer service team in Kuala Lumpur.

You will lead, coach, and monitor a team to meet business and performance targets, drive quality, and ensure adherence to client requirements. This role requires proactive management, effective stakeholder communication, and a collaborative approach.

Qualifications

• 2+ years of BPO/contact centre experience required.
• Fluent in English (C1 level) with strong written and spoken communication.
• Leadership, coaching and people-management skills essential.

Responsibilities

• Lead, coach and motivate a team of Customer Service Representatives to achieve targets.
• Monitor daily team performance including productivity, quality, attendance and customer satisfaction.
• Provide regular coaching and performance feedback; implement improvement plans when needed.

Skills

Team Lead

English fluency

Leadership

Coaching

People management

BPO experience

Quality metrics

Job description

We are looking for an experienced Team Lead with BPO/contact centre experience and strong English communication skills to lead and support a high-performing customer service team.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives to achieve business and performance targets.
• Monitor daily team performance, including productivity, quality, attendance, and customer satisfaction.
• Provide regular coaching, feedback, and performance improvement plans where required.
• Conduct team briefings and ensure team members are updated on process, policy, and business changes.
• Monitor customer interactions to ensure compliance with quality and service standards.
• Handle escalated customer issues and provide appropriate resolutions.
• Work closely with Operations, Quality, Training, and other support teams to improve overall performance.
• Prepare and review team performance reports and identify areas for improvement.
• Ensure adherence to company policies, client requirements, and operational procedures.
• Support process improvement initiatives and contribute to a positive team culture.

Requirements

• Minimum 2 years of BPO/contact centre experience, with previous Team Lead or supervisory experience preferred.
• Fluent in English (C1 Level), both spoken and written.
• Strong leadership, coaching, and people-management skills.
• Good understanding of BPO/contact centre operations and performance metrics.
• Strong problem-solving and decision-making abilities.
• Able to work in a fast-paced environment and manage multiple priorities.
• Willing to work on shifts, weekends, and public holidays, if required.
• Good communication and stakeholder-management skills.