Customer Service Team Leader

Overview

We are looking for Customer Service Team Lead - English Speaking to join our team at Teleperformance Thailand. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met..

Qualifications

• Bachelor’s degree or equivalent qualification is required.
• Fluent in English, with excellent written and verbal communication skills.
• Significant experience working in a complex, fast-paced environment, preferably within the Call Centre or BPO industry.
• Minimum 1 year of relevant people management experience, with demonstrated ability to lead, coach, and motivate a team.
• Strong understanding of key contact centre performance metrics, including Shrinkage, Productivity, and Customer Satisfaction (CSAT).
• Flexible and willing to work across different shifts based on business requirements.
• Ability to support and contribute to team training, coaching, and quality initiatives.
• Strong strategic thinking, analytical abilities, and creative problem-solving skills.
• Excellent interpersonal and stakeholder management skills, with the ability to communicate effectively at all levels.
• Customer-focused mindset and a genuine passion for delivering an exceptional user experience.
• Demonstrated ability to work effectively in a dynamic environment while managing competing priorities and meeting performance targets.

Responsibilities

• Provide mentorship, guidance and career development to members of your team.
• Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions.
• Team management responsibilities for a market team, whilst also serving as a cross-functional and a global liaison in developed areas of expertise.
• Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results.
• Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions.
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
• Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions.