Team Lead (Mandarin + Cantonese speaker) - Teleperformance

  • Bayan Lepas, Penang, Malaysia
  • Apply by: Jan 01, 2026
  • 1 Vacancy
  • Local Candidates (Malaysia)
  • Shift: First Shift (Morning)
  • Career Level: Experienced Professional
  • Degree: Graduate
  • Experience: Year
  • Full Time/Permanent
  • Work from Office
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Job Description
Job Summary
• Directly responsible for Agent Development
• Address performance gap through looking at individual performance and looking at process,
people and system opportunity
• Handle complex tickets and develop L2s
• Join DSM meeting and participation on calibration session
• Create reports and manual tracking
• Manages and develops a team of assigned Agents to meet and exceed performance, quality,
end-user satisfaction, client satisfaction and any other relevant key operational metrics by
providing them guidance, support and education.
• Review team and Agent performance and quality metrics on a regular basis within shift to
ensure that all operational metrics are met


Requirements:
• Jump Graduates and recommended by TL or Manager
• Has exposure in managing a team – L2/ T2 experience, Bachelor’s Degree and Above
• Good in English communication is a MUST.
• Team management experience is required
• Experience in coaching and good in communication skills
• Minimum of 2 years’ experience within a contact centre environment as a supervisor level
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations

Benefits
EPF, SOCSO, AL, MC, Allowance, Medical benefits, Yearly Bonus
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