Team Leader of Operations

U Mobile; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Optical benefits

Insurance coverage

Flexi hours

Staff subsidies

Smart casual

Parental leave

Public transport access

Employee discounts

Job summary

U Mobile in Malaysia is seeking a skilled Contact Centre Team Leader to oversee multi-channel operations (voice, email, social) and drive real-time performance across a diverse team of Customer Service Executives.

The role emphasizes shift leadership, coaching, and cross-functional collaboration with Finance, IT, and Marketing to resolve complex escalations and deliver superior customer experiences.

Qualifications

• Minimum 5 years of customer service experience, with at least 2 years in a team leadership role.
• Hands-on experience with multi-channel contact centre operations.
• Proficient in Excel, CRM systems, WFM platforms, and QA tools.
• Able to work rotational shifts, including weekends and public holidays.
• Strong analytical and critical thinking skills; data-driven decisions.
• Excellent people leadership and interpersonal skills.
• Strong communication and conflict resolution abilities.
• Emotional intelligence and empathy to support team morale.
• Ownership of escalations and cross-functional dependencies.

Responsibilities

• Oversee day-to-day operations across all channels including schedule adherence and queue management.
• Act as shift-in-charge ensuring smooth handovers across shifts and channels.
• Monitor interaction volumes, backlogs, and workforce productivity using contact centre systems and dashboards.
• Analyse real-time data and trends to meet service level targets across voice, email, and social.
• Maintain cross-channel awareness to flexibly allocate resources based on demand spikes.
• Handle escalated calls and complaints, coaching CSEs on difficult interactions.
• Perform root cause analysis of frequent escalation themes and initiate improvements.
• Own critical cases requiring collaboration with internal departments (Finance, Tech, Legal).
• Lead and develop a multi-channel team; conduct performance reviews and coaching.
• Foster a positive, high-morale environment and promote knowledge sharing.
• Onboard, train, and mentor new hires for required support channels.
• Track and analyse performance metrics and present data-driven insights to management.
• Support QA audits and ensure SOPs are followed across all support types.

Skills

Customer service leadership

Multi-channel operations

Data-driven decisions

Analytical thinking

Excel and CRM

Team coaching

Communication

Problem solving

Empathy

Escalation ownership

Tools

CRM systems

WFM platforms

QA tools

Microsoft Excel

Job description

Life at U Mobile

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

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.

Lets start your journey with an award-winning organization!

#UnbeatableCareerAwaits

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