Job Overview
The Team Lead will oversee a multilingual support team comprising Mandarin & English-speaking professionals. This role is responsible for driving daily operational excellence, ensuring service delivery meets defined SLAs, and fostering a culture of continuous improvement through mentoring, coaching, and process enhancement. The Team Lead will also play a critical role in root cause analysis, training and development, and maintaining adherence to established processes.
Key Responsibilities
1. Leadership & People Management
- Provide clear direction, mentorship, and performance guidance to a diverse team of professionals across different language pools (English, Mandarin).
- Foster teamwork, collaboration, and accountability within the support teams.
- Conduct regular 1:1s, performance reviews, and coaching sessions to support employee development and engagement.
2. Operational Excellence
- Lead daily service reviews ensuring operational KPIs and SLAs are consistently achieved.
- Facilitate discussions around ongoing issues, improvement opportunities, and updates on current and upcoming processes.
- Monitor daily workload distribution and make adjustments to optimize team performance.
3. Process Compliance & Governance
- Ensure all operational processes, SOPs, and compliance requirements are maintained and adhered to at all times.
- Identify areas where process improvements can be implemented to enhance efficiency and service quality.
4. Root Cause Analysis (RCA) & Escalation Management
- Conduct thorough RCAs for SLA breaches, customer escalations, and operational breakdowns.
- Identify gaps, contributing factors, and corrective actions with both short-term and long-term solutions.
- Work cross-functionally with internal stakeholders to implement preventive measures and improve overall service delivery.
5. Training & Development
- Oversee onboarding, upskilling, and cross-training programs for team members.
- Develop training plans that address skill gaps and ensure operational readiness.
- Collaborate with quality and training teams to maintain high service standards across all language groups.
Qualifications & Skills
- Proven experience in a supervisory or team lead role within a customer support, shared services, or operations environment.
- Ability to communicate effectively in Mandarin & English.
- Strong analytical skills with experience in RCA, process improvement, and data-driven decision-making.
- Excellent interpersonal, coaching, and leadership abilities.
- Strong organizational skills with the ability to manage multiple priorities.
- Experience working with SLAs, KPIs, and performance management frameworks.
Preferred Experience
- Background in multilingual or regional support teams.
- Experience with customer escalations and stakeholder management.
- Familiarity with workflow tools, ticketing systems, and service delivery dashboards.
