Team Leader of Operations

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

Join U Mobile as a Team Leader of Operations where you will oversee the contact center operations, manage a dedicated team, and ensure high-quality customer service. This role requires strong communication skills and experience in customer service. Enjoy flexible working hours and comprehensive benefits in a dynamic work environment.

Benefits

Comprehensive medical, dental, optical and insurance benefits

Flexi working hours arrangements

Staff Line & Device Subsidy

Smart Casual Attire

Child Parental Care Leave

Special employee discounts for selected F&B Brands

Qualifications

• Minimum 3 years experience in customer service or contact center.
• Experience handling non-phone transactions such as email and social media.

Responsibilities

• Oversee daily operations and manage team KPIs.
• Handle escalations and provide guidance to Customer Service Executives.
• Conduct briefings and training on product updates.

Skills

Customer Service

Communication

Microsoft Office

Education

Diploma or Bachelor's Degree

Job description

Closing Date: 01/07/2025

Team Leader of Operations

Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded for
  o Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
  o Bronze Winner in Cross-Generational Workforce Engagement (2024)
  o Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Job Summary

• Responsible for ensuring the contract Centre operation runs smoothly from 8am to 12am, 7 days a week. Team Leaders work on rotation shifts and are responsible for floor management during their shifts, as well as the performance of their dedicated team.

The Day-To-Day Activities

• Oversee daily operations, including scheduling, attendance, floor management, and real-time performance tracking.
• Handle escalations, provide guidance to Customer Service Executives (CSEs), and assist with complex issues.
• Conduct briefings and training on product updates, policies, and performance insights.
• Provide feedback on individual and team performance.
• Manage team KPIs, ensuring discipline, productivity, and quality.
• Respond to customer inquiries, investigate issues via regulatory bodies, emails, and social media.
• Ensure timely issue resolution with professional recommendations.
• Monitor outstanding issues, keeping customers informed until closure.
• Follow up with customers and internal teams for resolution.

About You

• Minimum 3 years experience in customer service or contact center, with at least 1 year handling non-phone transactions such as email and social media interactions.
• Relevant experience in handling complex enquiries/issues and conducting investigations to provide accurate resolutions.
• Able to use Microsoft Office and stay updated with social media trends.
• Excellent business letter writing skills and strong spoken communication skills.
• Able to work on rotation shifts (7 days a week during business hours).
• Minimum typing speed of 25-30 wpm with over 90% accuracy.

Qualifications

• Minimum diploma, bachelor’s degree, professional degree, or equivalent.

What’s Next?

Once you have applied online, our team will review your application. Due to a high volume of applications, only shortlisted candidates will be notified.