Logistics Contact Centre Team Leader | KPI & Coaching

SummitNext Technologies Sdn Bhd; Penang; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading BPO and technology solutions provider in Malaysia is seeking a Team Leader for their contact centre. This role involves managing operations and mentoring customer service agents to meet KPIs. The ideal candidate should have at least 2 years of team leadership experience, possess strong coaching and interpersonal skills, and be able to work independently. Proficiency in Microsoft Office and CRM systems is required. The position offers an opportunity to lead a dynamic team and drive performance excellence.

Qualifications

• Minimum 2 years of experience as Team Leader in a contact centre environment.
• Must be able to supervise, train, coach & motivate a team.
• Strong interpersonal skills and the ability to build rapport with Team members and customers.

Responsibilities

• Ensure all relevant communications, KPIs records, data, and reports are updated.
• Lead, mentor and coach Customer Service Agents to meet business KPIs.
• Conduct active monitoring of Customer Service Agents' performance.

Skills

coaching skills

leadership and mentoring

ability to do business presentations

people management

interpersonal skills

critical thinking

analytical thinking

multitasking

Tools

Microsoft Office

CRM systems

Job description

A leading BPO and technology solutions provider in Malaysia is seeking a Team Leader for their contact centre. This role involves managing operations and mentoring customer service agents to meet KPIs. The ideal candidate should have at least 2 years of team leadership experience, possess strong coaching and interpersonal skills, and be able to work independently. Proficiency in Microsoft Office and CRM systems is required. The position offers an opportunity to lead a dynamic team and drive performance excellence.