Call Center Team Leader - RM4,000

Tribe Business Services Sdn Bhd; Malacca City; On-site; MYR 60,000 - 100,000; Full time

Job summary

Tribe Business Services Sdn Bhd is seeking an experienced on-site operations lead to manage staffing, performance, and training across multiple business modules. You will monitor real-time service levels, address emergencies, and drive continuous process improvements to enhance customer outcomes.

The role emphasizes strategic oversight, team development, and cross-functional collaboration to maintain high service standards and operational efficiency.

Qualifications

• 3+ years in customer service with 1+ year in team management (≥10 staff)
• Strategic management mindset
• Training and coaching ability
• Excellent communication and coordination
• Resilience under pressure

Responsibilities

• Ensure adequate staffing across business modules during working hours and adjust schedules by workload
• Monitor service channel data and agent status for smooth operations
• Respond to system/equipment failures and major complaints with contingency plans
• Maintain a mobile team knowledge base and familiarize with SOPs
• Conduct pre-job training on system operations, processes and service standards
• Provide training and assessments for process changes and workflow updates
• Deliver targeted coaching to close performance gaps
• Perform routine sampling and inspections for hires and high-risk scenarios
• Identify service issues and recurring weaknesses to improve operations
• Contribute to establishing and refining SOPs to boost efficiency and customer satisfaction

Skills

Team leadership

Strategic thinking

Training & coaching

Communication

Coordination

Resilience

Job description

This role involves on-site management and business support across operational modules, with responsibility for resource allocation, real-time monitoring, emergency handling, and business support. You will lead business training initiatives, manage quality assurance, and oversee team management functions including performance evaluations, recruitment, and cross-department coordination.

Key responsibilities

Ensure adequate staffing across business modules during working hours; adjust schedules flexibly based on actual workload; manage manpower during peak and off-peak seasons

Continuously monitor service channel data and agent status to ensure smooth operations

Respond quickly to unexpected situations, including system/equipment failures, major customer complaints, and workload fluctuations; develop temporary contingency plans and ensure implementation

Maintain a mobile team knowledge base to quickly resolve team members' questions and issues; be familiar with operational processes and exception handling

Conduct pre-job training covering system operations, business processes, service standards, and assessments to ensure new hires are qualified for deployment

Provide training and assessments for business changes or new processes to ensure workflow updates are implemented

Deliver targeted training for common team issues; provide coaching for individual performance gaps

Perform routine sampling, full inspections for new hires/specific personnel, full checks for high-risk complaints, and special category reviews

Identify service issues based on standards, pinpoint recurring weaknesses in daily operations, and drive overall capability enhancement

Participate in establishing, reviewing, and refining standardized operating procedures (SOPs) to improve efficiency and customer satisfaction

About you

Minimum of 3 years in customer service, including at least 1 year in team management with responsibility for ≥10 staff

Strategic management mindset

Training and coaching ability

Excellent communication and coordination

Resilience under pressure

Strong sense of responsibility

Teamwork orientation