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Team Leader

2 weeks ago

กรงเทพมหานคร, Thailand Teleperformance Full time

Qualifications:

- Bachelor’s degree or equivalent diploma.
- Proven experience in a leadership role, preferably in a BPO or similar environment.
- Experience in managing multicultural teams and navigate diverse work culture and workflows in a fast-paced environment.
- Strategic thinker with strong analytical and problem-solving skills.
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support.
- Excellent verbal and written communication skills, with the ability to convey information clearly across cultural boundaries.
- Having high cultural awareness of political and social situations is a plus
- Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment).
- Strong interpersonal skills to build relationships and foster collaboration among team members.
- Identify potential risks and opportunities of improvement in the process and suggest solution.
- Based in TPTH, Bangkok

**Responsibilities**:

- Supervise day-to-day operations in accordance with requirements and SLAs adhering to the company’s standard operational processes.
- Provides leadership, support and guidance to a team of experts ( multiple markets/language supported) and foster a positive team environment and motivate team members to achieve performance targets.
- Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.
- Monitor team performance metrics and conduct regular performance reviews and identify areas for improvement and document them.
- Prepare and present reports on team performance and project outcomes, analyze data to identify trends and recommend improvements.
- Collaborate with management to identify opportunities for process enhancements and lead the implementation of these improvements withun the team or the program.
- Flag and escalate business risks timely to the management and participate in ensuring these identified issues are resolved through effective RCAs and action plans.