Korean Call Center Team Lead — Drive Service Excellence

Startek; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Malaysia seeks a motivated Call Centre Team Leader to oversee customer service representatives. The role involves coaching, monitoring performance, and maintaining high service standards. Ideal candidates will have experience in a supervisory role, strong leadership, and excellent problem-solving skills. Flexibility for shifts is required. This position offers the opportunity to drive team performance in a dynamic environment, ensuring excellent customer service outcomes.

Qualifications

• Proven experience as a Team Leader/Supervisor in a call centre or customer service environment.
• Strong leadership, coaching, and motivational skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Ability to analyze data and implement strategies to improve performance.
• Flexibility to work in shifts, including weekends and holidays, if required.

Responsibilities

• Supervise, coach, and mentor a team of call centre agents to achieve individual and team goals.
• Monitor team performance and provide feedback to improve efficiency.
• Conduct regular team meetings and one-on-one coaching.
• Handle escalated customer issues and ensure timely resolution.
• Drive team motivation through engagement initiatives.

Skills

Leadership

Coaching

Problem-solving

Communication

Conflict-resolution

Tools

Call centre software

CRM systems

Job description

A leading customer service provider in Malaysia seeks a motivated Call Centre Team Leader to oversee customer service representatives. The role involves coaching, monitoring performance, and maintaining high service standards. Ideal candidates will have experience in a supervisory role, strong leadership, and excellent problem-solving skills. Flexibility for shifts is required. This position offers the opportunity to drive team performance in a dynamic environment, ensuring excellent customer service outcomes.