We are looking for Customer Service Team Leaders to join our teams at TP (Teleperformance) in Malaysia and Thailand.
This is an evergreen opportunity, and we are continuously looking for experienced Customer Service professionals who are interested in future Team Leader opportunities across our various projects.
In this role, you will lead and support a Customer Service team by providing coaching and guidance, monitoring team performance and KPIs, handling escalations, and ensuring that service and quality standards are consistently met.
Specific project details, including the industry, scope of responsibilities, working hours, and requirements, will be shared by our recruitment team during the selection process based on available opportunities.

📍 Location: Malaysia (Kuala Lumpur or Penang) or Thailand (Bangkok)
🕒 Working Hours: Shift-based schedule depending on the assigned project (may include weekends and public holidays)

• Japanese: Native level or C1 proficiency or above.
• English: B2 proficiency or above.
• Bachelor’s degree preferred.
• Minimum 1-2 year of relevant people management or team leadership experience.
• Experience working in a complex, fast-paced environment.
• Good understanding of key Customer Service / BPO KPIs, such as Shrinkage, Productivity, AHT and CSAT.
• Ability to work flexible shifts and support the team in areas such as training and quality improvement.
• Strong analytical skills with the ability to think strategically and solve problems effectively.
• Excellent written and verbal communication skills.
• Passion for delivering an excellent customer experience.

• Provide coaching, mentorship, guidance, and ongoing development to team members.
• Lead and manage a high-performing Customer Service team, ensuring consistent achievement of operational and service standards.
• Set team goals, monitor performance, and work with team members to develop action plans for continuous improvement.
• Monitor and manage key operational KPIs, such as CSAT, Productivity, Quality, Attendance, Shrinkage, and other project-specific metrics.
• Conduct regular 1-on-1 coaching, performance reviews, and feedback sessions to support individual and team development.
• Handle and support customer escalations and complex cases, ensuring appropriate and timely resolution.
• Analyze performance data, identify trends and improvement opportunities, and implement corrective and preventive actions where required.
• Collaborate with Operations, Training, Quality, Workforce Management, and other cross-functional teams to improve team performance and customer experience.
• Support the implementation of process improvements, operational initiatives, and project-specific requirements.
• Act as an advocate for both customers and team members while ensuring compliance with company policies, client requirements, and operational procedures.