Team Lead, Customer Service (Senior Grade)

TNG Digital; Kuala Lumpur; On-site; MYR 72,000 - 108,000; Full time

Benefits offered by this job

Medical coverage

Extra leave for family and caregiving

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Job summary

TNG Digital, part of TNG Digital Group, is seeking a leader to head the inbound contact centre for the day-to-day performance, ensuring stable service delivery and compliant operations.

You will coach a team of approximately 15 agents, manage escalations, and work with cross-functional partners to improve outcomes across service levels and CSAT.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Operations or related field.
• Minimum 3 years of contact-centre experience, including at least 1 year in a supervisory, acting-lead, or coaching role.
• Experience managing inbound service performance, people matters, and customer escalations.
• Strong knowledge of service level metrics (SLA), answer rate, abandonment, AHT, adherence, occupancy, quality, and CSAT.
• Proficiency in Bahasa Malaysia and English with clear stakeholder communication.
• Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service operations is preferred.
• Willingness to work rostered shifts based on operational coverage requirements.

Responsibilities

• Lead, coach, and manage a team of approximately 15 Contact Centre Inbound Agents.
• Monitor service level, answer rate, abandonment, queue conditions, and agent availability throughout the shift.
• Work with RTA/WFM to address intraday staffing gaps, adherence exceptions, and volume changes.
• Conduct daily briefings, one-to-one coaching, performance reviews, and improvement plans.
• Own first-level operational escalations and route complex cases appropriately.
• Review quality findings, DSAT cases and operational errors; identify root causes and take corrective actions.
• Ensure compliance with customer verification, data protection, security, and SOPs.
• Manage attendance, leave, rosters, shift handovers, and coverage for the team.
• Produce timely performance updates and collaborate with Quality, WFM/RTA, Training, Process, and product stakeholders.

Skills

Team leadership

Coaching

Performance management

CSAT improvement

SLA/AHT monitoring

Education

Diploma or Bachelor's Degree in Business Administration, Customer Service, Operations, or related field

Tools

Contact centre systems

Microsoft Office / reporting tools

Job description

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview

The incumbent is responsible for leading the day-to-day performance of the inbound voice team. The primary goal is to maintain stable service delivery, develop agent capability, manage escalations, and ensure that customer, operational, and regulatory standards are consistently achieved.

What You’ll Do

• Lead, coach, and manage a team of approximately 15 Contact Centre Inbound Agents.
• Monitor service level, answer rate, abandonment, queue conditions, and agent availability throughout the shift.
• Work closely with RTA/WFM to address intraday staffing gaps, adherence exceptions, and unexpected volume changes.
• Conduct daily briefings, one-to-one coaching, performance reviews, and structured improvement plans.
• Own first-level operational escalations and ensure complex customer and complaint cases are routed appropriately.
• Review quality findings, DSAT cases and operational errors; identify root causes and complete corrective actions.
• Ensure compliance with customer verification, data protection, security, regulatory, and standard operating procedures.
• Manage attendance, leave, roster exceptions, shift handovers, and operational coverage for the assigned team.
• Produce timely performance updates and collaborate with Quality, WFM/RTA, Training, Process, and product stakeholders to improve outcomes.

Role Requirements

• Minimum Diploma or Bachelor's Degree in Business Administration, Customer Service, Operations, or a related field.
• Minimum 3 years of contact-centre experience, including at least 1 year in a supervisory, acting-lead, or coaching role.
• Demonstrated experience managing inbound service performance, people matters, and customer escalations.
• Strong understanding of service level, answer rate, abandonment, AHT, adherence, occupancy, quality, and CSAT.
• Ability to coach employees objectively, manage underperformance, and build a high-accountability service culture.
• Strong problem-solving and decision-making skills during high-volume or time-sensitive situations.
• Good spoken and written Bahasa Malaysia and English, with clear stakeholder communication skills.
• Proficiency in Microsoft, operational reporting tools, and contact-centre systems.
• Knowledge of fraud, dispute, complaint, compliance, and business-continuity processes is an advantage.
• Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service operations is preferred.
• Willingness to work rostered shifts based on operational coverage requirements.

What you get

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.