ISS Team Lead (Inside Sales Support)

MPS MALAYSIA SDN. BHD.; Johor Bahru; On-site; MYR 90,000 - 150,000; Full time

Job summary

MPS Malaysia Sdn Bhd is seeking an experienced ISS Team Lead to manage Inside Sales Support operations across Malaysia and the Philippines. The role focuses on team management, process optimization, and quality monitoring rather than direct sales targets.

Fluency in English and Mandarin is required, with strong communication skills and a background in BPO or contact centre environments. You will coach teams, monitor performance, and implement SOPs and training to drive operational excellence.

Qualifications

• 3–5 years of experience in Team Lead, Supervisor, Operations, BPO, Inside Sales Support, Customer Service or Contact Centre environments.
• Proven experience managing or coaching a team.
• Experience working with offshore or regional teams is highly preferred.
• Experience in sales support, CRM management, or inside sales operations is an advantage.

Responsibilities

• Lead and manage ISS team members based in Malaysia and the Philippines.
• Provide daily guidance, coaching, and operational support to ISS team members.
• Monitor team performance, productivity, quality, and adherence to processes.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Identify training gaps and work with stakeholders to improve team capability.
• Build a structured and disciplined operating environment for ISS teams.
• Monitor ISS activities within the sales CRM system and ensure proper workflow.

Skills

Team Leadership

Coaching

Process Improvement

Communication

Quality Monitoring

Training & Development

Tools

SAP CRM

CRM platforms

Job description

We are seeking an experienced ISS Team Lead to manage and support our Inside Sales Support (ISS) operations across Malaysia and the Philippines (PHL).

This role is responsible for ensuring ISS teams operate effectively through proper structure, workflow management, CRM monitoring, performance coaching, and issue resolution. The successful candidate will work closely with sales teams, operations teams, and stakeholders to ensure smooth execution of sales support activities.

This is a non-sales target role focused on team management, process improvement, quality monitoring, coaching, and operational excellence.

The ideal candidate must be fluent in English and Mandarin, possess strong communication skills, and have experience managing or training teams within a BPO, contact centre, inside sales, or customer support environment.

Key Responsibilities

Lead and manage ISS team members based in Malaysia and the Philippines.

Provide daily guidance, coaching, and operational support to ISS team members.

Monitor team performance, productivity, quality, and adherence to processes.

Conduct regular team meetings, coaching sessions, and performance reviews.

Identify training gaps and work with stakeholders to improve team capability.

Build a structured and disciplined operating environment for ISS teams.

Sales CRM Monitoring & Process Governance

Monitor ISS activities within the sales CRM system to ensure accurate updates and proper workflow execution.

Ensure team members follow CRM processes, data entry standards, and reporting requirements.

Review customer/account activities, follow-ups, task completion, and pipeline support activities.

Identify process gaps and recommend improvements.

Develop and maintain operating procedures, guidelines, and best practices.

Quality Monitoring & Coaching

Conduct regular sit-in sessions, call monitoring, and activity reviews.

Evaluate communication quality, customer engagement, and process compliance.

Provide constructive feedback and coaching to improve team effectiveness.

Ensure ISS teams maintain professional communication standards.

Support continuous improvement through training and knowledge sharing.

Act as the main point of contact for ISS operational issues.

Monitor, track, and resolve issues affecting ISS performance.

Coordinate with Sales, Operations, Product, and other departments to address challenges.

Escalate critical issues with clear analysis and recommended solutions.

Ensure timely follow-up and closure of operational matters.

Training & Development

Support onboarding and training programs for new ISS team members.

Conduct refresher training on processes, CRM usage, communication standards, and workflows.

Develop training materials, guides, and coaching frameworks.

Ensure consistent knowledge and execution across Malaysia and Philippines teams.

Reporting & Improvement

Prepare regular operational reports covering:

Team productivity

CRM compliance

Quality observations

Issue tracking

Training progress

Process improvement opportunities

Provide insights and recommendations to management.

Support initiatives to improve ISS efficiency and effectiveness.

Experience

Minimum 3–5 years of experience in Team Lead, Supervisor, Operations, BPO, Inside Sales Support, Customer Service, or Contact Centre environments.

Proven experience managing or coaching a team.

Experience working with offshore teams or regional teams is highly preferred.

Experience in sales support, CRM management, or inside sales operations is an advantage.

Language Requirements

Fluent in English and Mandarin (spoken and written).

Strong communication skills with the ability to engage different stakeholders.

Able to conduct training, coaching, and operational discussions in both languages.

Strong team leadership and people management skills.

Good understanding of BPO operations, workflow management, and performance monitoring.

Experience with CRM systems and sales operation processes.

Strong coaching, observation, and problem-solving skills.

Detail-oriented with strong organizational ability.

Comfortable managing teams across different locations and cultures.

Able to identify issues, analyze root causes, and drive solutions.

Strong presentation and reporting skills.

Preferred Qualifications

Experience managing Malaysia and Philippines BPO teams.

Experience in Inside Sales Support (ISS), Sales Development Representative (SDR), Lead Generation, or Sales Operations.

Familiarity with CRM platforms such as SAP, or similar systems.

Experience conducting call listening sessions and quality audits.

Experience building SOPs, training materials, and operational frameworks.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have in a Sales Support Role?
• Which of the following types of qualifications do you have?

Computer Software & Networking 11-50 employees

MPS Malaysia Sdn Bhd (MPS) is a global provider of innovative consulting, technology, and application management and support services. We offer a wide range of solutions and services including the development, integration, implementations, hosting and full life-cycle management of industry-specific enterprise applications.

With years of industry experiences, coupled with our ability to provide efficient and cost-effective integrated solutions from our offshore centers enables MPS Solutions to offer our customers improvements in the efficiency and performance in their enterprise and e-Business environments.

A common thread across all of our capabilities and offerings is our commitment to quality. Our consultants are rigorously trained in the use of the MPS Solutions Quality Management System and committed to the continuous assessment and maturing of our processes. We conduct comprehensive testing, quality assurance and project reviews at every critical stage of development to ensure that error‑free applications are deployed.

MPS strictly adheres to quality processes to ensure that our projects are delivered on time and within budget. We utilize a proven Implementation methodology, upgrade methodology, tracking tools, and Project Management Quality Assurance audits to further ensure project success. Our project managers are Project Management Institute certified PMPs.

MPS IS YOUR PARTNER FOR SUCCESS.

MPS Malaysia Sdn Bhd (MPS) is a global provider of innovative consulting, technology, and application management and support services. We offer a wide range of solutions and services including the development, integration, implementations, hosting and full life-cycle management of industry-specific enterprise applications.

With years of industry experiences, coupled with our ability to provide efficient and cost-effective integrated solutions from our offshore centers enables MPS Solutions to offer our customers improvements in the efficiency and performance in their enterprise and e-Business environments.

A common thread across all of our capabilities and offerings is our commitment to quality. Our consultants are rigorously trained in the use of the MPS Solutions Quality Management System and committed to the continuous assessment and maturing of our processes. We conduct comprehensive testing, quality assurance and project reviews at every critical stage of development to ensure that error‑free applications are deployed.

MPS strictly adheres to quality processes to ensure that our projects are delivered on time and within budget. We utilize a proven Implementation methodology, upgrade methodology, tracking tools, and Project Management Quality Assurance audits to further ensure project success. Our project managers are Project Management Institute certified PMPs.

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