Job Overview
We are looking for an experienced Team Lead with BPO/contact centre experience and strong Mandarin & English communication skills to lead and support a high-performing customer service team.
Key Responsibilities
- Lead, coach, and motivate a team of Customer Service Representatives to achieve business and performance targets.
- Monitor daily team performance, including productivity, quality, attendance, and customer satisfaction.
- Provide regular coaching, feedback, and performance improvement plans where required.
- Conduct team briefings and ensure team members are updated on process, policy, and business changes.
- Monitor customer interactions to ensure compliance with quality and service standards.
- Handle escalated customer issues and provide appropriate resolutions.
- Work closely with Operations, Quality, Training, and other support teams to improve overall performance.
- Prepare and review team performance reports and identify areas for improvement.
- Ensure adherence to company policies, client requirements, and operational procedures.
- Support process improvement initiatives and contribute to a positive team culture.
Requirements
- Minimum 2 years of BPO/contact centre experience, with previous Team Lead or supervisory experience preferred.
- Fluent in Mandarin and English, both spoken and written.
- Strong leadership, coaching, and people-management skills.
- Good understanding of BPO/contact centre operations and performance metrics.
- Strong problem-solving and decision-making abilities.
- Able to work in a fast-paced environment and manage multiple priorities.
- Willing to work on shifts, weekends, and public holidays, if required.
- Good communication and stakeholder-management skills.
