Team Lead (Supervisor)

IntouchCX; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A global customer experience leader in Kuala Lumpur is looking for a Team Lead (Supervisor) to oversee Customer Service Representatives. This role demands strong leadership skills, ensuring CSRs are trained and engaged while meeting Key Performance Indicators. Ideal candidates will have experience in the customer service industry and supervisory roles, along with a high school diploma and possibly further education in Business. This position promotes professional development and relies heavily on critical thinking and effective communication.

Qualifications

• 1-2 years of experience in contact center/customer service, with at least 1 year in a supervisory role.
• Experience dealing with escalated issues in a contact center.
• Ability to type 30 WPM with accuracy.
• Exceptional time management and organizational skills.

Responsibilities

• Manage and supervise Customer Service Representatives.
• Ensure training and professional development for employees.
• Analyze performance reports to drive improvements.
• Collaborate with departments to resolve issues.

Skills

Customer service skills

Time management

Organizational skills

Team leadership

Critical thinking

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Suite

Spreadsheet applications

Job description

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer care, and we need your help! We’re looking for a Team Lead (Supervisor) to provide front‑line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions, and processes. This position will also promote professional and personal development through performance evaluations, training, and career pathing plans.

As Team Lead (Supervisor), You Will…

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real‑time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues
• Bring in‑depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert‑level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have…

• High school diploma or equivalent (required)
• Some post‑secondary education or completion of a post‑secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1‑2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast‑paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays