Bilingual ISS Team Lead - Ops & Quality Coach

MPS MALAYSIA SDN. BHD.; Johor Bahru; On-site; MYR 90,000 - 150,000; Full time

Job summary

MPS Malaysia Sdn Bhd is seeking an experienced ISS Team Lead to manage Inside Sales Support operations across Malaysia and the Philippines. The role focuses on team management, process optimization, and quality monitoring rather than direct sales targets.

Fluency in English and Mandarin is required, with strong communication skills and a background in BPO or contact centre environments. You will coach teams, monitor performance, and implement SOPs and training to drive operational excellence.

Qualifications

• 3–5 years of experience in Team Lead, Supervisor, Operations, BPO, Inside Sales Support, Customer Service or Contact Centre environments.
• Proven experience managing or coaching a team.
• Experience working with offshore or regional teams is highly preferred.
• Experience in sales support, CRM management, or inside sales operations is an advantage.

Responsibilities

• Lead and manage ISS team members based in Malaysia and the Philippines.
• Provide daily guidance, coaching, and operational support to ISS team members.
• Monitor team performance, productivity, quality, and adherence to processes.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Identify training gaps and work with stakeholders to improve team capability.
• Build a structured and disciplined operating environment for ISS teams.
• Monitor ISS activities within the sales CRM system and ensure proper workflow.

Skills

Team Leadership

Coaching

Process Improvement

Communication

Quality Monitoring

Training & Development

Tools

SAP CRM

CRM platforms

Job description

MPS Malaysia Sdn Bhd is seeking an experienced ISS Team Lead to manage Inside Sales Support operations across Malaysia and the Philippines. The role focuses on team management, process optimization, and quality monitoring rather than direct sales targets.

Fluency in English and Mandarin is required, with strong communication skills and a background in BPO or contact centre environments. You will coach teams, monitor performance, and implement SOPs and training to drive operational excellence.