Senior Premier Customer Support Team Lead

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

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.