Premier Customer Support Team Manager

Lenovo; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading technology company in Kuala Lumpur seeks a Customer Engagement Centre Team Manager to lead a team ensuring high-quality technical support for customers. Responsibilities include managing performance, optimizing workflows, and handling escalations. Candidates should have a Bachelor's degree and a minimum of 5 years in contact center operations, with strong leadership and analytical skills. This role offers an opportunity to enhance customer experience and team performance.

Qualifications

• Minimum 5 years of experience in contact center operations, with at least 2 years in a leadership role.
• Strong knowledge of technical support processes and customer engagement best practices.
• Excellent leadership, coaching, and people management skills.

Responsibilities

• Lead a team of Technical Support Executives to achieve performance targets.
• Ensure adherence to SLAs like average speed of answer and call abandonment rate.
• Handle high-level customer complaints and escalations for satisfactory resolutions.
• Conduct regular team meetings and prepare performance reports.

Skills

Team Leadership

Technical Support Processes

Coaching & Mentoring

Customer Engagement Best Practices

Analytical Skills

Education

Bachelor’s degree in Business, IT, or related field

Tools

Contact Center Technologies

Reporting Tools

Job description

The Customer Engagement Centre (CEC) Team Manager is responsible for leading and managing the CAP Premier Contact Engagement Center team to deliver exceptional customer experiences and meet operational KPIs. This role ensures high-quality technical support, efficient workflows, and continuous improvement in service delivery for Central Asia Pacific (CAP) Premier customers.

Key Responsibilities

Team Leadership & Performance Management

Lead, supervise, and manage a team of Technical Support Executives to achieve performance targets and KPIs.

Set clear objectives for team and individual performance; provide regular feedback through quality audits and performance appraisals.

Coach, mentor, and develop team members on technical expertise, customer management, and CAP Premier products/services.

Foster a culture of accountability, collaboration, and continuous improvement.

Operational Excellence

Ensure adherence to service level agreements (SLAs) including average speed of answer, call abandonment rate, and resolution timelines.

Review and optimize workflows, processes, and resource allocation to close service gaps and accommodate new products/services.

Maintain and update the Operations Quality Management System (QMS), including policies, procedures, and documentation.

Customer Experience & Escalation Management

Handle high-level customer complaints and escalations, ensuring timely resolution and customer satisfaction.

Monitor customer interactions to identify trends and areas for improvement; implement corrective actions where necessary.

Workforce & Resource Planning

Coordinate shift rosters and ensure adequate coverage for all operational hours.

Manage administrative tasks related to payroll, leave applications, expense claims, and roster adjustments.

Communication & Reporting

Conduct regular team meetings and engagement sessions to maintain two-way communication.

Prepare and deliver operational reports and performance dashboards to management within agreed timelines.

Disseminate critical updates and client communications promptly to the team.

Identify opportunities for service enhancement and recommend solutions to management.

Support training initiatives and knowledge‑sharing sessions to keep the team updated on new tools, processes, and product changes.

Qualifications & Skills

Bachelor’s degree or equivalent experience in Business, IT, or related field.

Minimum 5 years of experience in contact center operations, with at least 2 years in a leadership role.

Strong knowledge of technical support processes and customer engagement best practices.

Excellent leadership, coaching, and people management skills.

Analytical mindset with ability to interpret data and drive performance improvements.

Proficient in contact center technologies and reporting tools.

Key Performance Indicators (KPIs)

Achievement of SLA targets (ASA, abandonment rate, resolution time).

Team performance metrics (quality scores, productivity, attendance).

Customer satisfaction and escalation resolution rates.

Compliance with QMS and operational standards.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Support Manager?