Aeon Digital Bank

1 week ago

Bangsar South, Malaysia AEON Credit Service (M) Berhad Full time

Job Summary:


Highly motivated and experienced Team Leader which will be responsible for managing a team of contact centre representatives, ensuring that they provide exceptional customer service and meet or exceed performance metrics.

The Team Leader will play a critical role in driving business objectives, optimizing the customer experience and building a positive team culture.


  • Manage a team of contact centre representatives to ensure that all customer inquiries are handled promptly, efficiently and with a high level of quality.
  • Track the progress of each team member's performance goals, objectives and KPIs set by the management.
  • Provide coaching and feedback to team members to help them improve their performance and achieve their goals.
  • Develop and implement strategies to improve team performance and drive business objectives.
  • Ensure that team members are properly trained and equipped to handle all types of customer inquiries.
  • Foster a positive and collaborative team culture that supports employee engagement and retention.
  • Identify and escalate issues or trends that may impact customer satisfaction or business objectives.
  • Collaborate with other departments, such as operations, marketing and product development to ensure a seamless customer experience.
  • Participate in special projects and other duties as assigned.

Requirements/ Preferred Qualifications:

  • SPM / STPM / Diploma / Degree in related field, or equivalent work experience.
  • Minimum of 35 years of experience in a contact centre environment, preferably in banking or any financial services.
  • Strong leadership and people management skills, with the ability to motivate and engage team members.
  • Excellent communication and interpersonal skills.
  • Strong organizational and timemanagement skills.
  • Proficient in Microsoft Office and experience working with contact centre technology and tools.
  • Ability to work flexible hours and weekends, as needed.
  • Experience in the financial services industry or banking industry will be added advantage

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