Contact Centre Team Leader

5G-Starlink Pte.; Malacca City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading telecommunications firm in Malacca is seeking a Contact Centre Team Leader to oversee a team of customer service associates across multiple interaction channels. Responsibilities include managing staffing schedules, handling escalations, and continuously evaluating service processes to enhance efficiency. The ideal candidate will have at least 2 years of contact centre experience in a leadership role and strong coaching skills. This role is critical in maintaining high customer satisfaction and operational standards.

Qualifications

• Minimum of 2 years experience within a contact centre environment as a Team Leader for a group of Customer Service Associates.
• Ability to deal with demanding customers and escalations.

Responsibilities

• Lead a team of customer service associates across all customer interaction channels.
• Manage staffing schedules, productivity, and absenteeism.
• Assist team members with complex enquiries and escalations.
• Evaluate processes and suggest improvements.
• Address disciplinary and performance problems according to company policy.
• Prepare reports and analyze performance information.
• Work on special projects for process improvement.

Skills

Coaching and people-development skills

Dealing with demanding customers

Job description

About the job Contact Centre Team Leader

Key Responsibilities

• Lead a team of customer service associates across all customer interaction channels such as phone; email; letters; livechat; face-to-face and/or social media. This includes delivering KPIs with highest NPS and standards in accordance with the business plan and customer satisfaction.
• Managing and organizing staffing schedule including productivity, absenteeism, and any other workloads to meet day to day demand and balancing staff sufficiency and efficiency. This include staff coaching. Manage staff absence and work on improvement plan to address tardiness and unscheduled leaves.
• Managing case escalations by assisting team member with more complex enquiries, including complaints and customer enquiries in accordance with department set procedures from touch points in handling customer, deal with technical issues and work in a fast-paced high-pressured environment.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Continually assesses the effectiveness of the team, especially in term of quality of service and make any necessary adjustments.
• Addresses disciplinary and/ or performance problems according to company policy. Prepares warnings and communicates effectively with team members on warnings and make effective decisions relative to corrective action as required.
• Responsible for report preparation and presentation, analyses information relating to the work and performance as required.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement within and outside of Customer Service Department.
• Undertake other duties assigned by managements as and when required.

Job Requirement

• Minimum of 2 years experience within a contact centre environment as a Team Leader for a group of Customer Service Associates
• Coaching and people-development skills through call listening, quality feedback
• Ability to deal with demanding customers and escalations