Multichannel Contact Centre Operations Lead

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental & optical

Flexible hours

Device subsidy

Smart casual attire

Parental leave

Transport access

Employee discounts

Job summary

U Mobile Sdn Bhd in Kuala Lumpur is seeking a Team Leader of Operations to drive performance across voice, email and social channels. You will manage real-time floor operations, optimize scheduling, and coach a team of Customer Service Executives to meet KPIs.

Strong analytical and cross-functional skills are essential. You will oversee escalations, coordinate with Finance, Tech and Legal, and foster a high-morale, performance-driven environment while managing shifts and rosters in a dynamic

Qualifications

• Minimum 5 years of customer service experience with at least 2 years in a team leadership role in a contact centre.
• Hands-on experience with multi-channel operations (voice, email, social, escalations).
• Strong understanding of KPIs such as SLA, AHT, CSAT, FCR, backlog and shrinkage.
• Proficiency in Excel (pivot tables, charts), CRM systems, WFM and QA tools.
• Able to work a rotating shift including weekends and public holidays.

Responsibilities

• Oversee day-to-day operations across all channels including schedule adherence, shift planning and real-time queue management.
• Act as shift-in-charge ensuring smooth handovers and cross-channel coordination.
• Monitor interaction volumes, ticket backlogs and workforce productivity with dashboards.
• Analyze real-time data to meet service level targets for voice, email and social channels.
• Track performance metrics and provide coaching to drive KPI improvements.
• Handle escalations and collaborate with Finance, Tech, Legal and other departments.
• Lead, coach and develop a multi-channel team of Customer Service Executives.
• Conduct regular team meetings, performance reviews and cross-training.

Skills

Multi-channel operations

Team leadership

Analytical thinking

Excel proficiency

CRM systems

WFM platforms

QA tools

Customer service

Tools

Microsoft Excel

CRM systems

WFM platforms

QA tools

Job description

U Mobile Sdn Bhd in Kuala Lumpur is seeking a Team Leader of Operations to drive performance across voice, email and social channels. You will manage real-time floor operations, optimize scheduling, and coach a team of Customer Service Executives to meet KPIs.

Strong analytical and cross-functional skills are essential. You will oversee escalations, coordinate with Finance, Tech and Legal, and foster a high-morale, performance-driven environment while managing shifts and rosters in a dynamic