Contact Center Team Lead: Training, QA & Operations

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

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.