Teleperformance
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Customer Service Team Lead - Brokerage - KL
Job Locations
MY-Selangor-Petaling Jaya
Requisition Post Information* : Posted Date
16 hours ago
(8/5/2025 4:25 AM)
Requisition ID
2025-68740
Category
Client Operations
Country
Malaysia
Qualifications
Minimum requirements:
Ability to mentor a team to meet quality standards and metrics set by the department.
Minimum of 1+ years of supervisor experience, managing and leading a team.
Proficiency in using Excel.
Flexibility to work in an ever-changing environment.
Excellent written and verbal communication skills in English and one local language.
Significant experience in a complex fast paced environment.
Responsibilities
Responsibilities:
Lead and manage a team of customer service specialists in a multi-channel environment.
Ensure optimal staffing during
US market hours
and coordinate coverage off-peak.
Monitor performance and conduct coaching to improve service quality.
Review call/chat quality and ensure compliance with internal and regulatory standards.
Handle customer escalations and coordinate with internal teams or vendors.
Identify process gaps and suggest improvements to enhance customer support.
Update knowledge base and FAQs in collaboration with relevant departments
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