Contact Centre Team Lead – Drive Service Excellence

Telecontinent Sdn Bhd; Kuala Lumpur; On-site; MYR 50,000 - 61,000; Full time

Benefits offered by this job

KPI allowance

Job summary

Telecontinent Sdn Bhd in Kuala Lumpur is seeking a proactive Contact Centre Team Leader to oversee daily customer service operations and lead a team toward achieving service quality, productivity and customer satisfaction targets. You will monitor performance, manage operations, coach staff, and handle escalations to ensure smooth service delivery. The role is full-time, on-site, 9:00 AM – 6:00 PM, with Basic Salary RM4,500–RM5,500 and KPI allowance up to RM500 per month.

Qualifications

• 2–3 years of experience in customer service or contact centre operations.
• At least 1 year in a supervisory/leadership role.
• Good understanding of contact centre KPIs, SLAs and queue management.
• Experience handling escalations, coaching staff and improving team performance.
• Strong written and spoken English communication skills.

Responsibilities

• Supervise daily contact centre operations to achieve KPIs, SLAs, quality and productivity targets.
• Monitor team performance, service levels, response times and workload.
• Manage workload distribution, queue monitoring, attendance and schedule adherence.
• Conduct daily briefings, coaching sessions and performance reviews.
• Provide frontline support for complex customer enquiries, complaints, billing and account issues.

Skills

Team leadership

Coaching

KPI monitoring

Customer service

English communication

Job description

Telecontinent Sdn Bhd in Kuala Lumpur is seeking a proactive Contact Centre Team Leader to oversee daily customer service operations and lead a team toward achieving service quality, productivity and customer satisfaction targets. You will monitor performance, manage operations, coach staff, and handle escalations to ensure smooth service delivery. The role is full-time, on-site, 9:00 AM – 6:00 PM, with Basic Salary RM4,500–RM5,500 and KPI allowance up to RM500 per month.