Team Lead, BPO Operations & Performance Coach

Agensi Pekerjaan JobScoper Sdn Bhd; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency is seeking a Team Lead in Malaysia, Selangor, who will supervise and coach a team within a BPO environment. The ideal candidate will have 2-3 years of experience in a supervisory role, proven leadership skills, and a solid understanding of SLA/KPI management. Responsibilities include ensuring smooth operations, monitoring team performance, conducting meetings, and collaborating with various teams. Attractive benefits include annual leave, medical leave, and allowances.

Benefits

Annual Leave

Medical and Hospitalisation Leave

EPF / SOCSO / PCB

Allowance Provided

5 Working Days

Qualifications

• 2–3 years of experience in a Team Lead or supervisory role within a BPO or shared services environment.
• Proven leadership skills with the ability to coach, mentor, and motivate a team effectively.
• Solid understanding of SLA/KPI management and day-to-day operational oversight.
• Excellent communication skills with strong stakeholder management capability.
• Strong analytical and problem-solving skills, with the ability to make informed decisions quickly.

Responsibilities

• Supervise and coach a team of agents; ensure smooth day-to-day operations.
• Monitor team performance and utilization; implement action plans as needed.
• Conduct daily and weekly meetings to share updates and drive engagement.
• Ensure SLA targets are met; perform root cause analysis (RCA) to identify performance issues.
• Collaborate with QAs, Trainers, and Subject Matter Experts to improve team performance and handle escalations.
• Manage team queue, productivity, and workflow efficiency.
• Maintain solid understanding of tools and processes used for delivering services.

Job description

A recruitment agency is seeking a Team Lead in Malaysia, Selangor, who will supervise and coach a team within a BPO environment. The ideal candidate will have 2-3 years of experience in a supervisory role, proven leadership skills, and a solid understanding of SLA/KPI management. Responsibilities include ensuring smooth operations, monitoring team performance, conducting meetings, and collaborating with various teams. Attractive benefits include annual leave, medical leave, and allowances.