What are the responsibilities and job description for the Customer Service Team Lead - Japanese position at Teleperformance?
Overview
We are looking for Customer Service Team Lead 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 Degree preferred.
- Proficiency in Japanese (spoken and written).
- Significant experience in a complex fast paced environment.
- Minimum 1 year of prior relevant people management experience.
- Knowledge of basic KPIs (Shrinkage, Productivity, CSAT).
- Ability to work across shifts and also support the team training and quality.
- Strategic thinker with strong analytical and creative problem-solving skills.
- Excellent written and verbal communication skills.
- Passion for ensuring an excellent user experience.
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.