Korean Bilingual Team Leader

Company Overview:

Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies from Philippines, India, Colombia, Argentina, Vietnam and Malaysia. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Role summary:

The Team Leader is responsible for leading, coaching, and developing a virtual team of customer service advisors to deliver outstanding customer experiences and meet performance targets. This role requires exceptional communication, motivational ability, and strong people-management skills—particularly within a remote environment. The Team Leader will foster team engagement, drive productivity, and ensure operational excellence while demonstrating the ability to work both collaboratively and independently.

Work Schedule: Monday to Friday, 04:00 PM - 1:00 AM (ICT)

Work Setup: Home-based setup

Key Responsibilities:

Team Leadership & Performance

• Manage a remote team to achieve KPIs (quality, productivity, CSAT, compliance)
• Monitor performance, provide coaching, and conduct 1:1s and reviews
• Identify gaps and implement improvement plans

Communication & Engagement

• Maintain strong communication via digital tools (Teams, Zoom, etc.)
• Drive engagement through virtual activities and recognition programs
• Act as escalation point for customer issues

Operations Management

• Oversee scheduling and real-time team performance
• Partner with workforce planning to ensure coverage
• Report on performance, challenges, and insights

Coaching & Development

• Deliver coaching sessions and support skill development
• Identify training needs and collaborate with QA/Training teams

Problem Solving

• Analyst trends and make data-driven decisions
• Resolve complex customer and operational issues

Requirements:

Experience

• Experience as Team Leader / Supervisor in a contact centre or customer service environment
• Remote team management experience is a plus

Skills

• Strong leadership, coaching, and performance management
• Excellent communication skills (English required)
• Korean speaking ability (business level - TOPIK 4+ preferred) for client and learner communication
• Data-driven mindset and problem-solving ability

Technical & Remote Skills

• Familiar with CRM systems, reporting tools, and collaboration platforms
• Strong organisation and ability to manage remote teams effectively

Attributes

• Customer-focused, proactive, and resilient
• Positive, supportive leadership style
• Able to work independently and drive results