Team Leader, Call Centre

UM Specialist Centre Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading healthcare provider in Kuala Lumpur is seeking an experienced Customer Service Team Leader to supervise and motivate a team of representatives, ensuring optimal customer experience. The role entails monitoring performance, developing strategies for improvement, and fostering a collaborative environment. The ideal candidate will have a minimum of 5 years in a supervisory role within customer service, strong communication skills, and a passion for excellence in service delivery.

Benefits

Competitive salary and performance-based bonuses.

Comprehensive medical and insurance coverage.

Opportunities for career progression and professional development.

Supportive and collaborative work culture.

Flexible work arrangements and work-life balance initiatives.

Qualifications

• Minimum 5 years of experience in a call center or customer service supervisory role.
• Strong communication, interpersonal, and leadership skills.
• Proficient in data analysis and reporting.

Responsibilities

• Supervise and lead a team of customer service representatives.
• Monitor and evaluate team performance, providing feedback.
• Develop strategies to enhance productivity and customer satisfaction.

Skills

Communication

Leadership

Problem solving

Data analysis

Interpersonal skills

Attention to detail

Education

SPM/STPM/Diploma/Degree or equivalent professional qualification

Job description

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Supervise and lead a team of customer service representatives, ensuring they are highly motivated and providing the best possible experience for our clients.

Monitor and evaluate team and individual performance, providing feedback and guidance to drive continuous improvement.

Develop and implement strategies to enhance productivity, efficiency, and customer satisfaction.

Manage shift schedules, staffing levels, and workloads to ensure optimal coverage and responsiveness.

Foster a positive and collaborative team environment, promoting open communication and teamwork.

Identify and address training needs, provide coaching and support to help team members develop their skills.

Escalate and resolve complex customer inquiries and issues, setting an example for the team.

Collaborate with other departments to ensure seamless cross-functional coordination.

What we're looking for

Minimum 5 years of experience in a call center or customer service supervisory role.

SPM/STPM/Diploma/Degree or equivalent professional qualification.

Strong communication, interpersonal, and leadership skills to effectively manage and motivate a team.

Excellent problem-solving and decision-making abilities, with the capacity to address issues quickly and efficiently.

Proficient in data analysis and reporting, with the ability to identify trends and implement data-driven improvements.

Strong attention to detail and a commitment to maintaining high-quality standards.

Flexible and adaptable, with the ability to thrive in a fast-paced, dynamic environment.

Experience in the Medical/Healthcare industry will be an added value.

What we offer

Competitive salary and performance-based bonuses.

Comprehensive medical and insurance coverage.

Opportunities for career progression and professional development.

Supportive and collaborative work culture.

Flexible work arrangements and work-life balance initiatives.

How do your skills match this job?

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Your application will include the following questions:

• What's your expected monthly basic salary?
• How many years' experience do you have as a Contact Centre Team Leader?
• Have you worked in a call centre before?
• How many years' experience do you have as a manager / team lead?

UM Specialist Centre (UMSC) is a tertiary, sub-specialized private healthcare provider established in year 2000 and located adjacent to University Malaya Medical Centre (UMMC). UMSC is part of an integrated regional healthcare hub with UMMC and the Faculty of Medicine of University Malaya, the oldest medical school in Malaysia. UMSC is renowned for its exceptional medical expertise supported by the 100-year-old tradition and ethos of Care, Research and Education, as well as a team of compassionate and altruistic healthcare professionals including highly skilled Professors and Associate Professors. Using their specialized medical knowledge and warm personalized service as our core competencies, UMSC has grown into one of the most successful and dynamic healthcare providers in the country.

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