Call Center Team Leader

Telecontinent; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO contact center in Kuala Lumpur is seeking a dedicated Operations Supervisor to assist in daily operations and ensure high-performing teams. The role requires strong leadership and proven experience in the BPO sector. Candidates must be Malaysian citizens, fluent in English and Mandarin, and possess relevant supervisory skills. A competitive remuneration package is offered, alongside career progression opportunities in a supportive environment.

Benefits

Basic salary up to RM4500

KPI allowance up to RM1500

Annual salary increment and performance bonus

Medical and hospitalization coverage

EPF, SOCSO, and EIS coverage

External training provided

Qualifications

• Minimum 3 years of experience in the BPO contact centre industry, preferably in telemarketing or customer service.
• Ability to multitask and work independently with minimal supervision.

Responsibilities

• Assist Operations Manager in overseeing daily operations.
• Supervise teams across Malaysia, Singapore, and Hong Kong.
• Monitor KPIs and conduct performance reviews.
• Coach and mentor team members to exceed expectations.
• Generate daily reports for team progress.

Skills

Fluency in spoken and written English

Fluency in Mandarin

Supervision and coaching skills

Critical thinking and analytical skills

Problem-solving abilities

Proficiency in Microsoft PowerPoint and Excel

Education

Diploma or Degree in any field

Job description

Job Responsibility

• Assist the Operations Manager in overseeing daily operations and ensuring team performance.
• Supervise a team of Malaysia, Singapore and Hong Kong to drive productivity and performance.
• Monitor KPIs, including monthly targets, quality evaluations, attendance, and punctuality.
• Coach, motivate, and mentor team members to exceed performance expectations.
• Handle escalated inquiries and resolve issues quickly and effectively.
• Ensure adherence to company policies, processes, and service standards. Track and manage team attendance and work schedules to ensure efficiency.
• Collaborate with multiple departments to enhance performance, training, and reporting.
• Conduct performance reviews and implement improvement plans for staff.
• Generate daily reports and ensure accurate tracking of team progress.

Job Requirements

• Open for Malaysian citizen.
• Demonstrated fluency in both spoken and written English, Mandarin due to market served.
• Immediate commencement is highly desirable.
• Minimum Diploma, Degree, or equivalent qualification in any field.
• At least 3 year of experienced in the BPO contact centre industry, preferably in telemarketing, customer service OR lead generation.
• Strong supervision, coaching, leadership, and people management skills.
• Critical thinking, analytical skills, and problem-solving abilities.
• Ability to multitask and work independently with minimal supervision.
• Proficiency in Microsoft PowerPoint and Excel.

Job Benefits

• Remuneration package: - Basic: up to RM4500 - KPI allowance: up to RM1500 (Based performance) *Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• Working hours: - 8 working hour, 2 days off - - No midnight shift 5 working days *Note: Working hours are subject to change based on business and operational requirements.
• External training will be provided and potential career progression opportunities
• Working location: Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur. Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)