Call Centre Team Leader

2 days ago

Kuala Lumpur, Malaysia Transcosmos Malaysia Sdn Bhd Full time

**A. Position Overview**

As a Team Leader in the Contact Centre, you will be responsible for managing and mentoring a team of inbound and outbound agents. Your primary role is to ensure consistent achievement of performance targets including customer satisfaction, service level agreements (SLAs), conversion rates, and overall team efficiency. You will monitor daily operations, coach team members, manage escalations, and contribute to continuous improvement efforts across both customer service and outbound engagement.

**B. Key Responsibilities**

Team Performance Management
- Supervise and lead a team of inbound and outbound call agents.
- Monitor KPIs such as CSAT, AHT, SLA, conversion rate, call quality, and attendance.
- Conduct regular performance reviews, provide constructive feedback, and initiate performance improvement plans when necessary.

Coaching & Development
- Provide ongoing coaching and skill development through call audits, side-by-side coaching, and training refreshers.
- Identify training needs and work with QA and training teams to close knowledge gaps.

Operational Oversight
- Ensure rosters are aligned with call volume trends and business needs.
- Handle real-time queue and break management to optimize coverage.
- Ensure timely and accurate reporting of team performance metrics and daily updates.

Escalation & Issue Resolution
- Act as the first level escalation point for customer issues.
- Liaise with cross-functional departments (technical, logistics, service, etc.) for faster issue resolution.
- Investigate and resolve customer complaints within SLA timelines.

Quality & Process Improvement
- Promote adherence to quality standards, scripts, and company policies.
- Contribute ideas to improve service delivery, call scripts, or workflow processes.
- Ensure CRM and call disposition updates are accurate and up-to-date.

Team Engagement
- Foster a positive, collaborative, and disciplined work environment.
- Motivate the team through performance recognition, contests, and initiatives.

**C. Qualifications**

Educational Background

Diploma or higher qualification in Business Administration, Communications, or any related field.

Experience

Minimum 1-2 years of experience in a leadership role within a call center environment.
Strong knowledge of inbound customer service and outbound telesales processes.

Skills & Competencies
- Leadership: Proven ability to lead and motivate a diverse team.
- Analytical Thinking: Able to assess performance reports and identify trends or gaps.
- Communication: Strong verbal and written communication in English and Malay; additional languages are an advantage.
- Problem Solving: Calm under pressure and solution-focused during escalations.
- Tools: Familiarity with CRM systems, Excel, and call monitoring tools.

**Other Detail**:
**Joining Date-**1st August 2025

**Working Location** -Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur

**Job Types**: Full-time, Permanent

Pay: RM4,300.00 - RM5,100.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Parental leave

Work Location: In person

Expected Start Date: 08/01/2025

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