Teleperformance

Team Leader - English - Penang

Job Locations MY-Pulau Pinang-Bayan Lepas
Requisition Post Information* : Posted Date 18 hours ago(9/7/2025 11:22 PM)
Requisition ID
2025-70569
Category
Client Operations
Country
Malaysia

Qualifications

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

  • 3 + years experience at handling customers within service/technical fields.
  • Fluent, have acceptable accents, and speak clearly and understandably in each of
    the language(s) in which the Services are provided, as well as in English where
    required as a second language for the provision of Services.
  • Ability to explain what's driving their teams' performance in a concise and data
    driven 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 a
    clear data driven approach and tangible output for agents to improve.
  • Outstanding customer service skills.
  • Excellent written and verbal communication skills. Comfort communicating with all
    levels of management and able to adjust messaging to different target audiences
    with 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 of
    excellence and commitment to quality and customer service.
  • Previous personnel management experience with service/technical fields within Call
    Center environment or tech/service/sales industry o Familiarity with project
    management
  • 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 to
    coaching, shadowing and supporting their agents directly. Effective use of key
    dashboards and call activity reporting to ensure excellent performance rigor.
  • Ability to identify and grow talent, lead, motivate and coach direct reports in order
    to establish and develop an effective team; identify outliers and manage the team’s
    performance to continuous KPI achievement.
  • Managing day-to-day operations – ensure consistent quality and productivity across
    channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure
    consistent performance according to the relevant service level metrics or
    revenue/funnel goals.
  • Strong communication to ensure quarterly strategy as well as monthly and weekly
    priorities are understood and adhered to by agents. Able to adjust messaging to
    different target audiences (agent, Ops Manager, Facebook) with to-the-point
    communication.
  • Able to adapt quickly to changes in workflows/processes/procedures/product
    features.
  • Proactively share existing bottlenecks and challenges with quantified impact on
    operations to allow appropriate prioritization.
  • Able to clearly outline current performance drivers of their market and actions to
    improve.
  • Maintain a professional and personable demeanor at all times

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