Team Lead – Mandarin Speaking | BPO

TP; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

TP is seeking an experienced Team Lead for its Kuala Lumpur BPO/contact centre. You will lead and grow a high-performing customer service team, ensuring targets are met and quality standards are upheld.

Your Mandarin and English fluency will help you coach staff and resolve issues effectively. You will monitor performance, provide coaching, and collaborate with cross-functional teams to drive continuous improvement.

Qualifications

• Minimum 2 years of BPO/contact centre experience.
• Fluent in Mandarin and English, both spoken and written.
• Strong leadership, coaching, and people-management skills.
• Good understanding of BPO/contact centre operations and performance metrics.
• Willing to work shifts, weekends, and public holidays.

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 improvement plans.
• Conduct team briefings and ensure updates on process, policy, and changes.
• Monitor customer interactions for quality and service standards.
• Handle escalated customer issues and resolutions.
• Collaborate with Operations, Quality, Training, and other support teams to improve performance.
• Prepare and review team performance reports and identify improvement areas.
• Ensure adherence to company policies, client requirements, and procedures.

Skills

Mandarin

English

Leadership

People management

Coaching

Job description

We are looking for an experienced Team Lead with BPO/contact centre experience and strong Mandarin & 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 Mandarin and English, 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.