Team Leader Call Center

Telecontinent; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO services provider in Kuala Lumpur is seeking a supervisor to assist the Operations Manager in overseeing daily team performance, monitoring KPIs, and driving productivity. Candidates should be fluent in English and Mandarin, with at least 3 years of experience in the BPO industry. Competitive remuneration and benefits are offered, including medical coverage and career progression opportunities.

Benefits

Basic salary up to RM4500

KPI allowance up to RM1500

Annual salary increment

Medical & hospitalization coverage

EPF, SOCSO and EIS covered

Training provided

Career progression opportunities

Qualifications

• Minimum 3 years of experience in the BPO contact centre industry.
• Strong leadership and people management skills required.
• Ability to multitask and work independently.

Responsibilities

• Oversee daily operations and team performance.
• Monitor KPIs and coach team members.
• Handle escalated inquiries effectively.

Skills

Fluency in English

Fluency in Mandarin

Supervision skills

Coaching skills

Analytical skills

Microsoft PowerPoint proficiency

Microsoft Excel proficiency

Education

Diploma or Degree in any field

Job description

Job Responsibility

• Assist the Operations Manager in overseeing daily operations and ensuring team performance.
• Supervise a team of Malaysia, Singapore and Hong Kong to drive productivity and performance.
• Monitor KPIs, including monthly targets, quality evaluations, attendance, and punctuality.
• Coach, motivate, and mentor team members to exceed performance expectations.
• Handle escalated inquiries and resolve issues quickly and effectively.
• Ensure adherence to company policies, processes, and service standards. Track and manage team attendance and work schedules to ensure efficiency.
• Collaborate with multiple departments to enhance performance, training, and reporting.
• Conduct performance reviews and implement improvement plans for staff.
• Generate daily reports and ensure accurate tracking of team progress.
  
  

Job Requirements

• Open for Malaysian citizen.
• Demonstrated fluency in both spoken and written English, Mandarin due to market served.
• Immediate commencement is highly desirable.
• Minimum Diploma, Degree, or equivalent qualification in any field.
• At least 3 year of experienced in the BPO contact centre industry, preferably in telemarketing, customer service OR lead generation.
• Strong supervision, coaching, leadership, and people management skills.
• Critical thinking, analytical skills, and problem-solving abilities.
• Ability to multitask and work independently with minimal supervision.
• Proficiency in Microsoft PowerPoint and Excel.
  
  

Job Benefits

• Remuneration package: - Basic: up to RM4500 - KPI allowance: up to RM1500 (Based performance) *Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• Working hours: - 8 working hour, 2 days off - - No midnight shift 5 working days *Note: Working hours are subject to change based on business and operational requirements.
• External training will be provided and potential career progression opportunities
• Working location: Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur. Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)