Team Leader - Call Centre (Operations)

Foundever Malaysia Sdn.Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Career development and mentorship

Flexible working arrangements

Inclusive workplace

Job summary

Foundever Malaysia Sdn.Bhd in Kuala Lumpur is seeking an experienced Team Leader - Call Centre to drive performance across our operations. You will lead, coach and develop a team of customer service representatives, ensuring adherence to service levels and quality standards while supporting business targets.

This full-time role requires strong people leadership, knowledge of call centre KPIs, and the ability to coach for continuous improvement.

Qualifications

• Minimum 2–3 years supervisory or team leadership experience in call centre or customer service.
• Ability to motivate and develop high-performing teams in fast-paced environments.
• Strong understanding of KPIs, service levels, and workforce management.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, supervise, and motivate a team of customer service representatives to achieve performance targets and SLAs.
• Conduct regular coaching sessions and performance reviews with team members.
• Monitor team performance metrics such as call quality, handle time, FCR, and CSAT.
• Enforce SOPs, policies, and compliance across the team.
• Identify training needs and coordinate coaching and development programmes.
• Manage attendance, scheduling, and workforce planning to ensure coverage.
• Handle escalated customer issues to ensure swift resolution.
• Collaborate with other team leaders to share best practices.
• Gather feedback and report operational challenges to senior management.
• Contribute to process improvements to enhance efficiency and service quality.

Skills

Team leadership

Coaching & development

Call centre operations

Performance management

Communication skills

MS Office

Problem solving

Flexible shifts

English proficiency

Tools

Call centre software

Workforce management software

Job description

About the role

We are seeking an experienced and dynamic Team Leader - Call Centre (Operations) to join Foundever Malaysia Sdn.Bhd in Kuala Lumpur. This is a full-time position that plays a crucial role in driving operational excellence and team performance across our call centre operations. As Team Leader, you will be responsible for leading, motivating, and developing a team of customer service representatives while maintaining high service standards and operational efficiency. This role is pivotal in ensuring that our customers receive exceptional support whilst meeting our business targets and service level agreements.

About us

Foundever Malaysia Sdn.Bhd is a leading provider of customer experience and business process outsourcing solutions. We are committed to delivering exceptional service to our clients and their customers through innovative technology, talented people, and customer-centric approaches. Our diverse team works collaboratively to support a wide range of global brands across various industries. We pride ourselves on creating an inclusive workplace where our employees can grow, develop, and succeed in their careers.

What you'll be doing

• Leading, supervising, and motivating a team of customer service representatives to achieve and exceed performance targets and service level agreements
• Conducting regular one-to-one coaching sessions and performance reviews with team members to identify development opportunities and support career progression
• Monitoring team performance metrics including call quality, handle time, first-call resolution, and customer satisfaction scores
• Implementing and enforcing adherence to standard operating procedures, policies, and compliance requirements across the team
• Identifying training needs and coordinating delivery of coaching and development programmes to enhance team skills and knowledge
• Managing attendance, scheduling, and workforce planning to ensure adequate coverage and operational requirements are met
• Handling escalated customer issues and complaints to ensure swift resolution and customer satisfaction
• Collaborating with other team leaders and departments to share best practices and achieve organisational objectives
• Gathering feedback from the team and providing upward communication to senior management on operational challenges and improvement opportunities
• Contributing to the continuous improvement of processes, systems, and procedures to enhance efficiency and service quality

What we're looking for

• Proven supervisory or team leadership experience in a call centre or customer service environment, ideally for a minimum of 2-3 years
• Demonstrated ability to motivate, develop, and manage high-performing teams in a fast-paced environment
• Strong understanding of call centre operations, key performance indicators, and workforce management principles
• Excellent communication and interpersonal skills with the ability to engage effectively with team members at all levels
• Proficiency in using call centre systems, workforce management software, and Microsoft Office applications
• Strong organisational and multitasking abilities with the capacity to manage competing priorities
• Problem-solving mindset with the ability to make sound decisions and take decisive action
• Commitment to maintaining high service standards and delivering exceptional customer experiences
• Ability to work flexibly, including potential shift work or extended hours when required for operational needs
• Fluency in English; proficiency in additional languages such as Bahasa Malaysia is advantageous

What we offer

• We are committed to supporting the wellbeing and professional development of our employees.
• We offer a competitive compensation package commensurate with experience and qualifications.
• Our benefits include opportunities for career advancement and skills development through training and mentorship programmes.
• We foster a collaborative and inclusive workplace culture where your contributions are valued and recognised.
• We provide a supportive work environment that encourages innovation, teamwork, and continuous improvement.
• Additionally, we offer flexible working arrangements where appropriate to support work-life balance and employee wellbeing.