What are the responsibilities and job description for the Team Leader - Burmese Speaker (Based in Thailand) position at Teleperformance?
Overview
We are looking for an experienced Burmese-speaking Team Leader to join our Customer Support team in Bangkok. In this role, you will lead and support a team delivering high-quality voice customer service within the financial services industry. You will be responsible for driving team performance, ensuring excellent customer experience, and maintaining service quality while representing a globally recognized financial services brand.
Qualifications
- Bachelor Degree or equivalent
- Previous leadership or supervisory experience in a contact center is an advantage
- Previous experience in a contact center/customer service environment
- Successful track record as a Customer Service Representative
- Fluent in Burmese with a minimum CEFR B2 proficiency
- Able to understand English for training and internal communication
- Excellent verbal and written communication skills
- Strong customer service, active listening, and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Ability to identify customer needs and provide effective long-term solutions
- Demonstrated empathy and the ability to personalize customer interactions
- Passion for delivering outstanding customer experiences while representing the brand
- No disciplinary actions or Performance Improvement Plan (PIP) within the last three months
- Experience supporting customers within the financial services industry
Responsibilities
- Lead, coach, and motivate a team of Customer Service Representatives to achieve operational and quality targets.
- Monitor team performance and provide regular feedback and coaching.
- Ensure excellent customer service is delivered through effective issue resolution and adherence to company policies.
- Handle escalations and support team members in resolving complex customer concerns.
- Foster a positive, customer-focused culture while maintaining high performance standards.
- Track and report team performance metrics and identify opportunities for continuous improvement.
- Ensure compliance with operational procedures, security standards, and company policies.
- Collaborate with internal stakeholders to improve customer experience and operational efficiency.