Contact Center Operations Leader & Performance Coach

Accenture Malaysia; Puchong; On-site; MYR 70,000 - 110,000; Full time

Job summary

Accenture Malaysia is seeking a Contact Centre Team Leader to guide a group of agents toward performance targets and service excellence. You will monitor day-to-day operations across channels and support agents with complex complaints to ensure timely resolutions.

You will review performance data, identify trends, and drive continuous improvement, while preparing and presenting daily, weekly, and monthly reports to leadership.

Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
• Monitor and manage day-to-day operations across all communication channels
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for timely resolution
• Review team and individual performance data, identify trends, and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Create coaching plans and deliver feedback to improve performance

Job description

Accenture Malaysia is seeking a Contact Centre Team Leader to guide a group of agents toward performance targets and service excellence. You will monitor day-to-day operations across channels and support agents with complex complaints to ensure timely resolutions.

You will review performance data, identify trends, and drive continuous improvement, while preparing and presenting daily, weekly, and monthly reports to leadership.