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.
