Customer Experience Team Lead - Contact Centre

Great Eastern; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Kuala Lumpur seeks a Contact Centre Manager to oversee a team of associates and ensure high standards in customer interactions. Responsibilities include performance management against KPIs, coaching staff, and handling escalated customer issues. Candidates should possess a minimum of a diploma, have 3-4 years of experience in a contact centre, and strong problem-solving and communication skills. This role emphasizes compliance with regulatory standards and service excellence.

Qualifications

• 3-4 years of working experience, with at least 2 years in a contact centre environment.
• Minimum 1 year of team-leading experience, preferably in insurance or financial services.
• Good command of spoken and written English.

Responsibilities

• Manage and supervise a team of Contact Centre Associates.
• Monitor individual performance against KPIs.
• Conduct regular coaching and mentoring sessions.

Skills

Customer service orientation

Problem-solving abilities

Effective communication skills

Conflict resolution skills

Organizational skills

Ability to work under pressure

Education

Diploma/Degree qualification

Tools

Customer service systems

Call monitoring tools

Microsoft Office applications

Job description

A leading insurance company in Kuala Lumpur seeks a Contact Centre Manager to oversee a team of associates and ensure high standards in customer interactions. Responsibilities include performance management against KPIs, coaching staff, and handling escalated customer issues. Candidates should possess a minimum of a diploma, have 3-4 years of experience in a contact centre, and strong problem-solving and communication skills. This role emphasizes compliance with regulatory standards and service excellence.