Senior Customer Care Lead — US (24/7 Ops)

Brandt International Sdn Bhd - Plaza 33 Branch; Selangor; On-site; MYR 98,000 - 160,000; Full time

Job summary

Brandt International Sdn Bhd - Plaza 33 Branch is seeking a Customer Care Senior Team Leader to oversee the US market's daily operations. You will lead Customer Care Specialists and Team Leaders, manage performance, staffing, escalations, and reporting while ensuring KPIs, SLAs, quality, and compliance.

You will mentor teams, conduct reviews, and collaborate with Operations, QA, Training, WFM, Product, and clients.

Qualifications

• Minimum Diploma, Advanced/Higher/Graduate Diploma or Bachelor's Degree in any field.
• At least 5 years in a call center environment with US market exposure preferred.
• Advanced proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Excellent verbal and written English communication for US-based clients.
• Willingness to work 24x7 shifts with rotating off days and weekends.

Responsibilities

• Lead, coach, mentor, and develop Customer Care Specialists and Team Leaders.
• Manage attendance, leave planning, and employee wellbeing.
• Monitor SLA attainment, occupancy, productivity, and QA metrics.
• Oversee staffing, shift planning, and workforce coverage for the US market.
• Escalate and resolve complex issues; drive escalations to resolution.
• Prepare operational reports and present to Management and clients.
• Collaborate with Operations, QA, Training, WFM, Product, and clients.

Skills

Leadership

Coaching

People management

Analytical skills

English communication

Education

Diploma or Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Job description

Brandt International Sdn Bhd - Plaza 33 Branch is seeking a Customer Care Senior Team Leader to oversee the US market's daily operations. You will lead Customer Care Specialists and Team Leaders, manage performance, staffing, escalations, and reporting while ensuring KPIs, SLAs, quality, and compliance.

You will mentor teams, conduct reviews, and collaborate with Operations, QA, Training, WFM, Product, and clients.