Team Leader - English - Penang

Teleperformance; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service company in Bayan Lepas is seeking a Team Leader to coach and manage agents, ensuring high performance and quality across channels. The ideal candidate will have 3+ years of experience in service or technical fields and demonstrate strong coaching and communication skills. This position is critical in maintaining service level metrics and fostering a culture of excellence.

Qualifications

• 3+ years experience in service/technical fields.
• Fluent in relevant languages and English.
• Experience in personnel management in a call center.
• High integrity and coaching passion.

Responsibilities

• Coaching, shadowing, and supporting agents directly.
• Identifying and managing team performance.
• Managing day-to-day operations and quality.
• Strong communication of priorities to agents.

Skills

Customer service skills

Coaching ability

Communication skills

Organizational skills

Problem-solving skills

Multi-tasking

Job description

Qualifications

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

• 3 + years experience at handling customers within service/technical fields.
• Fluent, have acceptable accents, and speak clearly and understandably in each ofthe language(s) in which the Services are provided, as well as in English whererequired as a second language for the provision of Services.
• Ability to explain what's driving their teams' performance in a concise and datadriven 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 aclear data driven approach and tangible output for agents to improve.
• Outstanding customer service skills.
• Excellent written and verbal communication skills. Comfort communicating with alllevels of management and able to adjust messaging to different target audienceswith 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 ofexcellence and commitment to quality and customer service.
• Previous personnel management experience with service/technical fields within CallCenter environment or tech/service/sales industry o Familiarity with projectmanagement
• Moderate understanding of business process improvement methods.
• Understanding of departmental policies and procedures

Responsibilities

Team Leader's responsibilities include but are not limited to the following:

• Facebook’s expectation of team leads is that 70% of their time is dedicated tocoaching, shadowing and supporting their agents directly. Effective use of keydashboards and call activity reporting to ensure excellent performance rigor.
• Ability to identify and grow talent, lead, motivate and coach direct reports in orderto establish and develop an effective team; identify outliers and manage the team’sperformance 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. Ensureconsistent performance according to the relevant service level metrics orrevenue/funnel goals.
• Strong communication to ensure quarterly strategy as well as monthly and weeklypriorities are understood and adhered to by agents. Able to adjust messaging todifferent target audiences (agent, Ops Manager, Facebook) with to-the-pointcommunication.
• Able to adapt quickly to changes in workflows/processes/procedures/productfeatures.
• Proactively share existing bottlenecks and challenges with quantified impact onoperations to allow appropriate prioritization.
• Able to clearly outline current performance drivers of their market and actions toimprove.
• Maintain a professional and personable demeanor at all times