Senior Team Lead, Direct Support & Service Excellence

Cognizant; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading technology consultancy in Kuala Lumpur is seeking a Senior Advisor to supervise a call centre team. This role requires strong leadership skills and a commitment to exceptional customer service. Candidates should have 3-5 years of call centre experience and 2 years in a management position. The ideal candidate will lead performance goals, handle complex escalations, and collaborate with teams to resolve issues.

Qualifications

• 3 - 5 years of call centre experience, including 2 years in a management role.
• Strong commitment to quality customer service.
• Professional telephone manner.

Responsibilities

• Supervise and lead the team, setting performance goals and monitoring KPIs.
• Handle complex cases escalated by representatives.
• Collaborate with HK Team to resolve issues.

Skills

Interpersonal skills

Problem-solving

Team player

Attention to detail

Proactive attitude

Job description

A leading technology consultancy in Kuala Lumpur is seeking a Senior Advisor to supervise a call centre team. This role requires strong leadership skills and a commitment to exceptional customer service. Candidates should have 3-5 years of call centre experience and 2 years in a management position. The ideal candidate will lead performance goals, handle complex escalations, and collaborate with teams to resolve issues.