Customer Experience Operations Lead

ZEBRA SHIPPING SDN. BHD.; Johor Bahru; On-site; MYR 78,000 - 123,000; Full time

Job summary

ZEBRA SHIPPING SDN. BHD. is seeking a Team Lead, CX Operations to manage a hands-on team of 8–15 agents in our Johor Bahru office. You will guide daily operations and serve as the subject-matter expert to resolve complex cases and unblock the team.

You will drive onboarding, coaching, and process improvements while owning KPIs, escalations, and quality standards. The role requires strong analytical skills, ownership mindset, and willingness to work night shifts.

Qualifications

• Must have experience leading teams in a contact centre or operations.
• Strong analytical and problem-solving skills.
• Accountability for KPIs, escalations, and quality outcomes.
• Willing to work night shifts.
• Based in Johor Bahru or willing to relocate.

Responsibilities

• Manage a team of 8-15 agents on a day-to-day basis.
• Serve as subject-matter expert to resolve complex issues and unblock the team.
• Identify root causes and recommend process improvements.
• Drive onboarding and capability building through coaching and knowledge sharing.
• Ensure proficiency and compliance by monitoring accuracy and productivity.
• Own team KPIs, escalations, and quality standards; ensure timely, high-quality resolutions.
• Oversee reporting and communication quality; ensure accuracy and appropriate tone.
• Conduct performance evaluations and foster strong team culture.

Skills

Team leadership

Analytical thinking

Problem solving

Ownership mindset

Attention to detail

Reporting accuracy

SOP adherence

Communication tone

Shift work

Relocation ready

Job description

Team Lead, CX Operations role managing a team size of 8-15 agents on a day-to-day basis within the Customer Experience team. You will serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases.

Key responsibilities

• Manage a team size of 8-15 agents on a day-to-day basis
• Serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases
• Identify root causes of recurring problems and recommend improvements to processes and ways of working
• Drive onboarding and capability building across the team through structured coaching and knowledge sharing, closing skill and knowledge gaps
• Ensure team proficiency and compliance by monitoring accuracy, driving productivity, and implementing corrective actions where needed
• Own team KPIs, escalations, and quality standards, ensuring all cases are resolved in a timely and high-quality manner
• Oversee team reporting and communication quality, ensuring accuracy, consistency, and appropriate tone across all interactions
• Conduct performance evaluations and foster a strong team culture, driving trust, engagement, and consistent adoption of best practices

About you

• Prior experience leading teams in a contact centre or operations environment
• Strong analytical and problem-solving skills to identify root causes and translate them into actionable improvements
• Strong ownership mindset, taking accountability for KPIs, escalations, and quality outcomes
• Sharp attention to detail and consistency, particularly around reporting accuracy, SOP adherence, and communication tone
• Open to shift work, including night shifts
• Based in or willing to relocate to Johor Bahru office