Team Leader (Back office)

Teleperformance; Kuala Lumpur; Remote; MYR 150,000 - 200,000; Full time

Job summary

A leading company in the customer service sector is seeking a Team Leader to manage and inspire a team of Customer Service Agents. The chosen candidate will focus on developing team performance and ensuring high levels of customer satisfaction while maintaining operational and business targets. Key responsibilities include coaching, people management, and driving team engagement initiatives. Candidates should have proven leadership skills and experience in a fast-paced environment.

Qualifications

• Proven people management skills.
• Experience in managing multiple workflows to targeted KPIs.
• Excellent written and verbal communication skills.

Responsibilities

• Lead, coach, and mentor a team of Customer Service Agents.
• Maintain control of people management processes.
• Create a positive and engaging team culture.

Skills

People Management

Problem-Solving

Communication

Time Management

Customer Service

Job description

Overview

Job Title: Team Leader

Department: TBC

Management Responsibility

Travel Required: N/A

Reports to: ACCM

Location: Work at Home

Contract Type: Permanent

Grade: TL (Grade TBC)

The Role:

You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enablingthem to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem-solving skills.

You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.

Role overview

• Managing a team of Customer Service Specialists, youwill do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.
• Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction:
• Coach and support team members through regular 1:1s and reviews toencourage people torealisetheir potential and to own and achieve their performance, quality and customer outcomes consistently
• Maintain effective control of all aspects of people management processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks
• Become a knowledge expert in terms of the client’s products and services, full training provided
• Proactively participate in and drive engagement initiatives within the wider TP team.
• Create a highly engaging, inclusive, positive and fun work experience for your team.

The Ideal Candidate

• Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual level
• Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management
• Confident in a variety of people management processes, such as absence management, 121’s, performance management and other employment related tasks
• Passion for working as part of a team, with the communication and interpersonal skills to engage and motivate your team
• Used to working in a high volume, fast paced environment and proven ability to multi-task a number of sometimes conflicting prioritiesvia good time management, decision making and organisation skills
• Customer Service focused and able to manage relationships with stakeholders
• Consider risk implications in decision making through a good understanding of business activity, opportunity and threats
• Excellent written and verbal communication skills with an eye for detail, spelling and accuracy

Background Check Requirements:

• Criminal Record Check
• Credit Check
• 3 years referencing history