- George Town Pulau Pinang Malaysia
Full Time Customer Service Team Leader - Korean Speaker Jobs, in Teleperformance Pulau Pinang - Maukerja
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Job Description
Responsibilities
Overview:
This role supports a B2C customer service project, handling inquiries from end users via voice and non-voice channels (e.g., calls, email, chat). The Team Lead is responsible for managing a team of customer service agents to ensure service excellence, KPI achievement, and operational efficiency, while acting as a key bridge between Operations, QA, and Training teams.
Qualifications:
- Bachelor’s degree or equivalent diploma
- Minimum 1~2 years of leadership/people management experience (SME, QA, Trainer, and other Support roles are also eligible to apply)
- Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format
- Strategic thinker with strong analytical and creative problem-solving skills
- Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution
- Experience in a complex fast paced environment and passion for ensuring an excellent user experience
- Manage daily team performance and KPIs (SLA, CSAT, AHT, productivity).
- Handle escalations and support complex customer cases.
- 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.
- Set clear targets, both individual and team-based, and work towards achieving and exceeding these goals.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Conducting quarterly performance reviews.
- Collaborate closely with QA, Training, and WFM teams to improve service delivery.
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