Team Leader - Mandarin/Cantonese - JB

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global leader in customer experience management is seeking a Team Manager in Kuala Lumpur. The role requires leading a high-performing team and ensuring excellent user experiences. Candidates must have a diploma or degree and fluency in Mandarin or Cantonese, alongside strong analytical and organizational skills. This position is based on-site in Medini 9, Iskandar Puteri, Johor.

Qualifications

• Minimum 1 year experience managing a team in a BPO/Contact Centre Environment.
• Fluent in Mandarin or Cantonese required for verbal communication.
• English proficiency at B2 CEFR level or higher (verbal and written).

Responsibilities

• Provide mentorship and career development to team members.
• Lead team through a transition to build problem solving and analytical capabilities.
• Manage a market team and serve as a liaison for cross-functional collaboration.
• Establish team goals and execute strategies to measure progress.
• Deliver projects involving quantitative analysis and strategy development.
• Identify insights and influence team strategy through effective communication.
• Advocate for users globally.

Skills

Strategic thinking

Analytical problem-solving

User experience focus

Organizational skills

Team motivation

Education

Diploma/Degree and Above

Job description

Qualifications

• Minimum requirements:

  • Education & Language
  • Diploma/Degree and Above
  • English proficiency B2 CEFR level or higher (verbal and written)
  • Fluent in Mandarin or Cantonese (verbal communication required)
• Experience
  • Minimum 1 year experience as a Team Managing experience a BPO/Contact Centre Environment.
  • Preferably exposure to a similar e-commerce/marketplace industry in a BPO environment
• Skills & Competencies
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Passion for ensuring an excellent user experience
  • Have good organizational and coordination skills as well as the ability to withstand pressure.
  • Possess strong organizational and coordination skills, the ability and methods to effectively motivate the team
• Work Requirements
  • Must be able to work in office at Medini 9, Iskandar Puteri, Johor, Malaysia

Responsibilities

• Responsibilities:

  • Provide mentorship, guidance and career development to members of your team
  • Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
  • Team management responsibilities for a market team, whilst also serving as a cross functional and a global liaison in developed areas of expertise
  • Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
  • Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
  • Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
  • Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions