Multichannel CX Operations Lead

7802 Accent.Tech.Solut.Sdn Bhd Company; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Accenture in Malaysia–Kuala Lumpur advertises for an experienced Customer Support Team Lead to drive excellence across multi-channel contact centre operations. You will lead, coach and empower agents to hit performance targets, monitor day-to-day activities, and resolve complex complaints with urgency and empathy.

Collaborating with cross-functional teams (IT, Marketing, Finance) and end-market groups, you will transform processes, review performance data, and deliver concise briefings to

Qualifications

• Minimum 5 years leading customer support teams across multiple channels.
• Experience in supervisory or team lead roles with coaching skills.
• Excellent communication and conflict-resolution abilities.

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.
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives.

Skills

5+ years leadership

Team lead experience

Communication skills

Fast-paced environment

Japanese language

English language

Tools

SAP

Salesforce

Job description

Accenture in Malaysia–Kuala Lumpur advertises for an experienced Customer Support Team Lead to drive excellence across multi-channel contact centre operations. You will lead, coach and empower agents to hit performance targets, monitor day-to-day activities, and resolve complex complaints with urgency and empathy.

Collaborating with cross-functional teams (IT, Marketing, Finance) and end-market groups, you will transform processes, review performance data, and deliver concise briefings to