Multi-Channel Customer Support Team Lead

Accenture; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

Accenture in Malaysia is seeking a Team Lead to oversee a team of contact centre agents delivering multi-channel customer support (inbound and outbound). You will coach, mentor, and drive performance to meet KPIs while ensuring service excellence and compliance.

Responsibilities include coaching on the floor, monitoring operations across channels, handling complex escalations, producing regular performance reports, and collaborating with stakeholders to drive continuous improvement and customer

Qualifications

• Proven experience leading customer support teams across multiple channels with solid understanding of related technologies.
• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to thrive in a fast-paced, target-driven environment.

Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
• Monitor and manage day-to-day operations across all communication channels
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
• Review team and individual performance data, identify trends, and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Create concise and impactful operational briefing decks for stakeholder meetings
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
• Manage team schedules, attendance, and adherence to shift timings
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
• Foster a positive, inclusive, and high-performing team culture
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Skills

Team leadership

Customer support

Multichannel

Coaching

Communication

Tools

SAP

Salesforce

Job description

Accenture in Malaysia is seeking a Team Lead to oversee a team of contact centre agents delivering multi-channel customer support (inbound and outbound). You will coach, mentor, and drive performance to meet KPIs while ensuring service excellence and compliance.

Responsibilities include coaching on the floor, monitoring operations across channels, handling complex escalations, producing regular performance reports, and collaborating with stakeholders to drive continuous improvement and customer