Teleperformance

Team Leader - Mandarin (Gaming Project)

Job Locations MY-Kuala Lumpur-Kuala Lumpur
Requisition Post Information* : Posted Date 17 hours ago(7/9/2025 4:55 AM)
Requisition ID
2025-67395
Category
Team Lead
Country
Malaysia

Overview

We are looking for a passionate and results-driven Team Leader to lead a team of frontline support agents for a dynamic Gaming project. You will play a key role in ensuring exceptional service delivery, maintaining player satisfaction, and driving team performance within a fast-paced, digital environment.

Qualifications

  • Diploma or Bachelor’s Degree holder is preferable.
  • Possess minimum 2 year team lead/supervisory working experience in BPO/Call Center. An assertive, well-organized self-starter with demonstrated supervisory experience in managing operations.
  • Strong understanding of player experience and online gaming trends.

  • Preferably with gaming background 

  • A detail-oriented person with excellent written and verbal communication skills in English & Mandarin languages
  • Must know how to use excel file for reporting.
  • Demonstrate behaviors that support high quality standards.
  • Recognize trends and escalate information as appropriate.
  • Proven track record of success to motive agents and exceed performance metrics.
  • Present information effectively and persuasively across various communication channels.
  • Problem solving to gather and analyze information and uses it to develop effective solutions.
  • Tolerate stressful situations well.
  • Able to work on 24/7 rotational shift.

Responsibilities

  • Lead and manage a team of customer service representatives handling inquiries for a popular gaming platform.
  • Monitor daily team performance, including KPIs such as response time, CSAT, resolution time, and quality metrics.
  • Provide coaching, feedback, and training to enhance individual and team performance.
  • Manage and schedule team shifts, ensuring adequate coverage during peak hours and game updates/events.
  • Handle complex player issues, escalations, and complaints professionally and efficiently.
  • Collaborate with internal teams (Quality, Training, Product, etc.) to optimize support processes and knowledge base.
  • Stay updated on the game’s features, updates, bugs, and community sentiment.
  • Prepare performance reports and present insights with actionable recommendations.
  • Foster a fun, positive, and inclusive team culture aligned with gamer communities.

 

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