Multi-Channel Contact Centre Team Lead

U Mobile; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Optical benefits

Insurance coverage

Flexi hours

Staff subsidies

Smart casual

Parental leave

Public transport access

Employee discounts

Job summary

U Mobile in Malaysia is seeking a skilled Contact Centre Team Leader to oversee multi-channel operations (voice, email, social) and drive real-time performance across a diverse team of Customer Service Executives.

The role emphasizes shift leadership, coaching, and cross-functional collaboration with Finance, IT, and Marketing to resolve complex escalations and deliver superior customer experiences.

Qualifications

• Minimum 5 years of customer service experience, with at least 2 years in a team leadership role.
• Hands-on experience with multi-channel contact centre operations.
• Proficient in Excel, CRM systems, WFM platforms, and QA tools.
• Able to work rotational shifts, including weekends and public holidays.
• Strong analytical and critical thinking skills; data-driven decisions.
• Excellent people leadership and interpersonal skills.
• Strong communication and conflict resolution abilities.
• Emotional intelligence and empathy to support team morale.
• Ownership of escalations and cross-functional dependencies.

Responsibilities

• Oversee day-to-day operations across all channels including schedule adherence and queue management.
• Act as shift-in-charge ensuring smooth handovers across shifts and channels.
• Monitor interaction volumes, backlogs, and workforce productivity using contact centre systems and dashboards.
• Analyse real-time data and trends to meet service level targets across voice, email, and social.
• Maintain cross-channel awareness to flexibly allocate resources based on demand spikes.
• Handle escalated calls and complaints, coaching CSEs on difficult interactions.
• Perform root cause analysis of frequent escalation themes and initiate improvements.
• Own critical cases requiring collaboration with internal departments (Finance, Tech, Legal).
• Lead and develop a multi-channel team; conduct performance reviews and coaching.
• Foster a positive, high-morale environment and promote knowledge sharing.
• Onboard, train, and mentor new hires for required support channels.
• Track and analyse performance metrics and present data-driven insights to management.
• Support QA audits and ensure SOPs are followed across all support types.

Skills

Customer service leadership

Multi-channel operations

Data-driven decisions

Analytical thinking

Excel and CRM

Team coaching

Communication

Problem solving

Empathy

Escalation ownership

Tools

CRM systems

WFM platforms

QA tools

Microsoft Excel

Job description

U Mobile in Malaysia is seeking a skilled Contact Centre Team Leader to oversee multi-channel operations (voice, email, social) and drive real-time performance across a diverse team of Customer Service Executives.

The role emphasizes shift leadership, coaching, and cross-functional collaboration with Finance, IT, and Marketing to resolve complex escalations and deliver superior customer experiences.