Team Leader of Operations

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental & optical

Flexible hours

Device subsidy

Smart casual attire

Parental leave

Transport access

Employee discounts

Job summary

U Mobile Sdn Bhd in Kuala Lumpur is seeking a Team Leader of Operations to drive performance across voice, email and social channels. You will manage real-time floor operations, optimize scheduling, and coach a team of Customer Service Executives to meet KPIs.

Strong analytical and cross-functional skills are essential. You will oversee escalations, coordinate with Finance, Tech and Legal, and foster a high-morale, performance-driven environment while managing shifts and rosters in a dynamic

Qualifications

• Minimum 5 years of customer service experience with at least 2 years in a team leadership role in a contact centre.
• Hands-on experience with multi-channel operations (voice, email, social, escalations).
• Strong understanding of KPIs such as SLA, AHT, CSAT, FCR, backlog and shrinkage.
• Proficiency in Excel (pivot tables, charts), CRM systems, WFM and QA tools.
• Able to work a rotating shift including weekends and public holidays.

Responsibilities

• Oversee day-to-day operations across all channels including schedule adherence, shift planning and real-time queue management.
• Act as shift-in-charge ensuring smooth handovers and cross-channel coordination.
• Monitor interaction volumes, ticket backlogs and workforce productivity with dashboards.
• Analyze real-time data to meet service level targets for voice, email and social channels.
• Track performance metrics and provide coaching to drive KPI improvements.
• Handle escalations and collaborate with Finance, Tech, Legal and other departments.
• Lead, coach and develop a multi-channel team of Customer Service Executives.
• Conduct regular team meetings, performance reviews and cross-training.

Skills

Multi-channel operations

Team leadership

Analytical thinking

Excel proficiency

CRM systems

WFM platforms

QA tools

Customer service

Tools

Microsoft Excel

CRM systems

WFM platforms

QA tools

Job description

Closing Date : 30/09/2026

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!

Top Reasons To Join Us!

• Awarded For
  • Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
  • Bronze Winner in Cross-Generational Workforce Engagement (2024)
  • 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

Role

The Contact Centre Team Leader plays a critical role in ensuring the seamless operation of the contact centre across multiple channels: L1 Voice, Social Media, Email Support, and L2 Escalation Handling. Working on a rotational shift basis, the Team Leader is responsible for real-time floor management, operational efficiency, and the performance of a dedicated team of Customer Service Executives (CSEs). This role demands a combination of strong analytical thinking, cross-channel leadership, and excellent interpersonal skills to handle complex escalations, drive team performance, and collaborate with internal stakeholders for issue resolution.

The Day-To-Day Activities

Operational Excellence

• Oversee day-to-day operations across all channels including schedule adherence, shift planning, floor presence, and real-time queue management.
• Act as the shift-in-charge and ensure smooth handovers across shifts and channels.
• Monitor and manage interaction volumes, ticket backlogs, and workforce productivity using contact centre systems and dashboards.
• Analyse real-time data and trends to make quick decisions that ensure service level targets (voice, email, social media) are met.
• Maintain cross-channel awareness to flexibly allocate resources based on demand spikes and backlogs.

Customer Escalation Management

• Handle escalated calls and complaints from all contact channels including voice, email, & social media.
• Provide coaching to CSEs on handling difficult customer interactions, complex objections, and service recovery.
• Perform root cause analysis of frequent escalation themes and initiate process improvements or preventive actions.
• Own and follow through on critical cases requiring collaboration with internal departments (e.g., Finance, Tech, Legal).

Team Leadership & Development

• Manage a multi-channel team of Customer Service Executives, covering performance, attendance, discipline, and development.
• Lead, coach, and support direct reports to achieve individual and team KPIs across all channels.
• Conduct regular team meetings, performance reviews, 1:1 coaching, and cross-training for multiskilling.
• Foster a positive, high-morale environment with psychological safety and strong collaboration.
• Onboard, train, and mentor new hires to ensure readiness across required support channels.

Performance, Data & Quality Monitoring

• Track and analyse team and individual performance using metrics like but not limited to AHT, FCR, SLA, CSAT, backlog, and shrinkage.
• Present data-driven insights and recommendations to management to support performance improvement.
• Assist with QA audits and ensure all SOPs are followed consistently across all support types.
• Use workforce and quality data to identify trends, performance gaps, and coaching opportunities.

Cross-Functional Collaboration

• Act as the primary liaison with internal departments (e.g., Finance, Technical, IT, Marketing) to resolve customer interactions and systemic issues.
• Ensure prompt follow-up and resolution of long-standing customer complaints or outstanding tickets.
• Represent team interests in cross-departmental discussions or process updates.

Innovation & Continuous Improvement

• Identify operational inefficiencies through data or team feedback and propose scalable solutions.
• Pilot new ideas, process improvements, templates, or knowledge base updates to improve customer and agent experience.
• Promote a culture of continuous learning, improvement, and innovation.

About You

• Minimum 5 years of customer service experience, with at least 2 years in a team leadership or supervisory role (preferably in a telecommunications or multi-channel contact centre).
• Hands-on experience with multi-channel contact centre operations (voice, email, social media, and L2 support/escalations).
• Demonstrated understanding of contact centre KPIs such as SLA, AHT, CSAT, FCR, backlog, and shrinkage.
• Proficient in Microsoft Excel (pivot tables, charts, formulas), CRM systems, WFM platforms, and QA tools.
• Able to work rotational shifts, including weekends and public holidays, as part of a 7-day roster.
• Strong analytical and critical thinking skills; able to make data-driven decisions
• Excellent people leadership, coaching, and interpersonal skills
• Proficient in real-time operations and multi-channel workforce management
• Strong communication and conflict resolution abilities across internal and external stakeholders
• Emotional intelligence and empathy to support team morale and customer satisfaction
• Ability to manage performance in high-pressure environments and deliver consistent results
• Process-oriented with a continuous improvement mindset and openness to change
• Strong ownership of escalations and the ability to navigate cross-functional dependencies

What’s Next ?

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