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Team Lead - Mandarin - KL

Teleperformance

This job is closed: the employer no longer lists it.

Skills

Required

  • TL
  • service handling
  • Quality monitoring
  • reporting development
  • Microsoft Office Suite

Qualifications Minimum requirements:

  • Bachelor’s degree or equivalent diploma
  • Minimum 2 years' of people management experience as TL in cs service handling.
  • Excellent written and verbal communication skills in English and one local language
  • 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
  • Must be able to spot trends and tendencies with data, and drives team to look for insights
  • 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
  • Significant experience in a complex fast paced environment
  • Passion for ensuring an excellent user experience Preferred Requirements
  • Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
  • Experience in Microsoft Office Suite is preferred Responsibilities TL Responsibilities: Team Leadership & Management - Lead and mentor a team of chat support agents handling inquiries. - Monitor daily workloads and ensure adequate coverage and adherence to service standards. - Conduct regular performance reviews and coaching sessions. Customer Experience - Resolve escalated or complex customer issues. - Ensure timely, empathetic, and accurate responses across chat platforms. - Maintain high customer satisfaction and resolution rates. Operational Excellence - Identify and implement workflow improvements to enhance efficiency. - Collaborate with cross-functional teams (e.g., product, compliance, FTE) to resolve systemic issues. - Track and report on KPIs such as response time, resolution time, and customer satisfaction. Training & Development - Develop onboarding and training programs for new team members. - Stay updated on product changes and ensure team knowledge is current.Technology & Innovation - Leverage client reporting tools and chat tools to streamline operations. - Support integration of chatbot translations and solutions to improve scalability and service quality.