Call Centre Team Leader - Growth & Coaching

Foundever Malaysia Sdn.Bhd

Kuala Lumpur

On-site

MYR 60,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Competitive compensation

Career development and mentorship

Flexible working arrangements

Inclusive workplace

Job summary

Foundever Malaysia Sdn.Bhd in Kuala Lumpur is seeking an experienced Team Leader - Call Centre to drive performance across our operations. You will lead, coach and develop a team of customer service representatives, ensuring adherence to service levels and quality standards while supporting business targets.

This full-time role requires strong people leadership, knowledge of call centre KPIs, and the ability to coach for continuous improvement.

Qualifications

Minimum 2–3 years supervisory or team leadership experience in call centre or customer service.
Ability to motivate and develop high-performing teams in fast-paced environments.
Strong understanding of KPIs, service levels, and workforce management.
Excellent communication and interpersonal skills.

Responsibilities

Lead, supervise, and motivate a team of customer service representatives to achieve performance targets and SLAs.
Conduct regular coaching sessions and performance reviews with team members.
Monitor team performance metrics such as call quality, handle time, FCR, and CSAT.
Enforce SOPs, policies, and compliance across the team.
Identify training needs and coordinate coaching and development programmes.
Manage attendance, scheduling, and workforce planning to ensure coverage.
Handle escalated customer issues to ensure swift resolution.
Collaborate with other team leaders to share best practices.
Gather feedback and report operational challenges to senior management.
Contribute to process improvements to enhance efficiency and service quality.