Multichannel Contact Centre Team Leader

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading telecommunications company in Kuala Lumpur is looking for a Team Leader for their Contact Centre. In this role, you will oversee daily operations across voice, email, and social media channels, while managing and mentoring a team of Customer Service Executives. The ideal candidate will have a strong background in customer service with at least five years of experience, including two in a leadership role. A high level of analytical and interpersonal skills is essential for success, along with proficiency in contact centre KPIs and relevant tools.

Benefits

Comprehensive medical, dental, and optical benefits

Flexible working hours

Staff line and device subsidy

Child parental care leave

Employee discounts for selected F&B brands

Qualifications

• Minimum of 5 years customer service experience, with 2 years in a team leadership role.
• Experience in telecommunications or multi-channel contact centre.
• Hands-on experience with contact centre operations across multiple channels.

Responsibilities

• Oversee day-to-day contact centre operations including schedule adherence.
• Manage escalated customer interactions across various channels.
• Lead and develop a team of Customer Service Executives.

Skills

Analytical thinking

Leadership

Interpersonal skills

Conflict resolution

Communication

Education

5 years of customer service experience

2 years in a team leadership role

Experience with multi-channel operations

Tools

Microsoft Excel

CRM systems

Workforce management platforms

Job description

A leading telecommunications company in Kuala Lumpur is looking for a Team Leader for their Contact Centre. In this role, you will oversee daily operations across voice, email, and social media channels, while managing and mentoring a team of Customer Service Executives. The ideal candidate will have a strong background in customer service with at least five years of experience, including two in a leadership role. A high level of analytical and interpersonal skills is essential for success, along with proficiency in contact centre KPIs and relevant tools.