CX Operations Lead — Team Coach & KPI Champion

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

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.