Contact Centre Team Leader

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

We are looking for a proactive and results-driven Contact Centre Team Leader to oversee daily customer service operations and lead a team in achieving service quality, productivity and customer satisfaction targets.

You will be responsible for monitoring team performance, managing daily operations, coaching employees and handling customer escalations to ensure smooth and efficient service delivery.

Key Responsibilities

Supervise daily contact centre operations to achieve agreed KPIs, SLAs, quality and productivity targets.

Monitor team performance, service levels, response times, case turnaround times and pending workloads.

Manage workload distribution, queue monitoring, manpower coverage, attendance and schedule adherence.

Conduct daily briefings, regular coaching sessions and performance reviews to improve employee productivity and service quality.

Provide frontline support for complex customer enquiries, complaints, billing, payment and account-related issues.

Requirements

Minimum 2–3 years of experience in customer service or contact centre operations.

At least 1 year of experience in a supervisory, senior agent or team leadership role.

Good understanding of contact centre KPIs, SLAs, queue management and performance monitoring.

Experience in handling customer escalations, coaching employees and improving team performance.

Strong written and spoken English communication skills.

Which of the following statements best describes your right to work in Malaysia?

Basic Salary: RM4,500 – RM5,500 per month, depending on experience and qualifications.

KPI Allowance: Up to RM500 per month, subject to performance criteria.

Working Arrangement

Full-time, on-site position.

Monday to Friday, 9:00 AM – 6:00 PM.

Operations are closed on Singapore National Public Holidays, subject to operational requirements and company notification.

Interested candidates with relevant contact centre leadership experience are encouraged to apply.

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.