Call Centre Team Leader (Technical)- Immediate Hiring

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is hiring a Call Centre Team Leader (Technical) in Kuala Lumpur to guide a team of customer service agents toward operational excellence and service targets.

The role emphasizes coaching, performance management and effective escalation handling to sustain high-quality customer interactions. You will monitor KPIs, manage scheduling, and provide on-the-floor support and training.

Qualifications

• Diploma or higher required; SPM graduates may be considered with relevant experience.
• Minimum 3 years in a call centre/BPO, with at least 1 year in team management.
• Hands-on experience using Salesforce or Zendesk CRM systems preferred.
• COPC or Six Sigma certification will be an added advantage.
• Fluent in English (spoken and written) to support customer interactions.

Responsibilities

• Team Management & Workforce Coordination: supervise and coach agents, manage scheduling and queue performance.
• Performance & Quality Monitoring: track KPIs, conduct reviews, ensure SOPs and quality standards.
• Technical & Escalation Support: handle escalated issues and provide on-floor guidance.
• Continuous Improvement: identify issues and implement process improvements.
• Ad-Hoc Responsibilities: perform other duties to support operations.

Skills

Team leadership

Coaching

KPI monitoring

Workforce scheduling

Customer service

Problem solving

Data analysis

Education

Diploma or higher

Tools

Salesforce

Zendesk

Job description

Call Centre Team Leader (Technical)- Immediate Hiring

As a Customer Service Team Lead, you will be responsible for guiding and motivating a team of customer service agents to achieve operational excellence and meet performance targets. You will foster a positive team environment, encouraging collaboration and open communication among team members. You will provide coaching, guidance and support to customer service agents while monitoring key performance indicators (KPIs), workforce scheduling and real-time queue performance. The role requires strong leadership, problem-solving and analytical skills to drive team productivity, customer satisfaction and continuous operational improvement.

B. Key Responsibilities

1. Team Management & Workforce Coordination: Supervise and manage a team of customer service agents to ensure daily operations run smoothly and performance targets are achieved. Provide regular coaching, guidance and feedback to improve individual and team performance. Manage daily workforce scheduling, attendance, shift arrangements and manpower allocation to ensure adequate operational coverage. Monitor real-time queue performance and coordinate necessary adjustments to meet service level targets. Conduct regular team meetings, performance discussions and development planning to motivate and engage team members.

2. Performance & Quality Monitoring: Track and analyse key performance indicators (KPIs) to assess team performance and identify areas for improvement. Conduct performance reviews and set development goals for team members. Ensure adherence to established SOPs and quality standards to maintain high levels of customer satisfaction. Review call recordings and other customer interactions to provide feedback and identify training needs. Prepare and review regular performance reports to monitor team performance, identify trends and recommend improvement actions.

3. Technical & Escalation Support: Handle escalated customer cases and complex technical issues in a timely and professional manner. Provide real-time floor support and technical guidance to agents when required. Act as the first point of escalation before involving higher-level support or stakeholders. Ensure proper documentation of issues, resolutions, and follow-ups.

4. Continuous Improvement: Identify recurring issues, performance gaps, and process improvement opportunities. Propose and implement improvement initiatives to enhance service quality and operational efficiency. Support process improvement activities and ensure team adherence to updated procedures and operational requirements.

5. Ad-Hoc Responsibilities: Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation.

C. Qualifications

Educational Background: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have appropriate years of relevant working experience.

Experience: Minimum of 3 years of working experience in a call centre or BPO environment, with at least 1 year of team management experience. Hands-on working experience using Salesforce or Zendesk CRM systems is preferred. COPC or Six Sigma certification will be an added advantage.

Language Proficiency: Fluent in English (spoken and written) – mandatory, to support high-proficiency customer interactions and documentation.

Strong leadership, coaching and people management skills.

Excellent communication and interpersonal skills.

Good understanding of call centre operations, customer escalation handling and service quality standards.

Good understanding of workforce scheduling, attendance management, real-time queue monitoring and service level management.

Ability to analyse call centre KPIs, interpret performance data and derive actionable insights.

Strong problem-solving, decision-making and conflict resolution skills.

Ability to multitask, prioritise responsibilities and perform effectively in a fast-paced, high-pressure environment.

Flexible to work on rotating shifts based on business and operational needs.

D. Working Location

Facilities Management & Outsourced Services 1,001-5,000 employees

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

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